An Aycliffe company has become the first independent training provider in the UK to gain accreditation to the Institute of Customer Service (IOCS). The move follows recognition of Baltic Training’s commitment to boosting customer service by the leading independent, professional membership body. The firm, which provides IT and digital training services, completed a ten-month long drive to improve customer service levels for national companies as well as the young apprentices it helps into the workplace through personalised development programmes.
With the shortage of skills in the IT sector, where there are in excess of 700,000 jobs available and tens of thousands of new recruits required annually to plug the gaps, Baltic Training aims to secure a new generation of specialist talent – it has already helped more than 3,600 young people pursue careers in the technology and digital industries. The firm works with over 1,500 employers across the UK, helping them to secure their training needs and equip the workforces with the skills needed to support growth and remain competitive in global markets. Accreditation follows investment by Baltic Training in raising standards of service, a strong commitment to continuous improvement, and on-site assessment by the IOCS. A satisfaction survey undertaken as part of the process has also revealed that the company scored highly for the quality of its service, reflecting how much customers recognise the steps being taken to ensure training excellence.
The IOCS Customer Services Communication qualification is currently being rolled-out across the company following the survey. This will see 40 members of staff, who will gain the qualification during 2017, develop their communications skills, improving the way that they handle both internal or external customers as a key part of their roles. With over 3,500 learners on apprenticeships, the Aycliffe Business Park-based independent training provider employs 127 people working for 1,700 regional and national employers. Nicky Hobbs, Baltic Training’s operations director, said that this latest success reinforced the company’s position as a training provider with a difference. “The IOCS accreditation will strengthen our reputation and set us apart from others in a highly competitive independent training sector.” Baltic Training is a one of the UK’s foremost apprenticeship providers, working in partnership with employers in the IT sector to deliver programmes and training initiatives specifically tailored to meet individual needs. Visit:https://www.balticapprenticeships.com
IN PHOTO: Celebrating Baltic Training’s customer service success are l – r: Lisa Margach, Vanessa Hedley, Simonne Hoath, Ben Thubron, Michael Tucker, Alex Smith, Kieren Gillott-Keens, Bernadette Corner, Daniel Petrusow, Katie Malcolm, Annie Rockett, Faye Gartland
