Cabot launches new training programme

Cabot Credit Management has announced that it is enhancing its high standard of customer service by launching a new professional Institute of Customer Service (ICS) training programme for its employees.

This programme is designed to provide the foundational knowledge to be considered for an ICS work-based qualification, which is to be launched later this year. This will help to develop their skills needed to strengthen their relationships with customers and colleagues alike, whilst considering how their role fits within the organisation.

Already this year the company was recognised for its excellent customer service skills by winning the Employee Engagement Strategy of the Year Award at the ICS UK Satisfaction Awards in March.

Derek Usher, Managing Director, Cabot Financial UK, said “We are always looking at ways to enhance our rich customer service approach and we are proud to work in partnership with the ICS for this training. At Cabot Credit Management, we aim to be the ‘Best at What We Do’ and we are equally committed to improving our customer’s experience whilst also developing our people, to enable us to continue to deliver a high standard of customer service across the organisation.”

Initially, 63 employees have been enrolled from Kings Hill and 20 from the Worthing office. All those chosen had to be independently performing in role to a competent standard, whilst also demonstrating a commitment to continuous professional development.

The aim of this programme is to create and foster a customer-focused service culture, considering all roles in the organisation, to enhance customer interactions both internally and externally. The course consists of three key modules which have been aligned to the Institute’s professional standards, namely, Self-Leadership, Managing Professional Relationships and Giving and Receiving Feedback. On completion, the employee’s individual competence surrounding customer service will be assessed in the workplace environment, where structured support will be provided from the Management and Learning and Development Team.

Following the course and assessment, the employees will proudly be able to say they are a certified Customer Service Professional and a member of The Institute of Customer Service, whilst also developing a set of transferable skills to improve business performance and enable delivery of customer service excellence.

It will roll out to other businesses in the group in due course.