Training Improves Customer Experience At Barclaycard

The first tranche of successful NVQ graduates from Barclaycard Kirkby received their certificates in a ceremony at the firm's Kirkby HQ.

The staff are based in Barclaycard Kirkby's customer collection team. The bespoke NVQ qualification has been designed especially for Barclaycard by Trident Training, the training arm of Liverpool Chamber of Commerce - it is a hybrid of Customer Services and Operate Credit Control, Retail Financial Services.

Val Slater, Barclaycard's Senior Learning Advisor explained: "It's a customer focused NVQ designed especially for Barclaycard so it includes coverage of debt management, specifically for people working in retail banking services."

Val continued: "The feedback that we've had from our staff has been very positive. They commented that its given them a pride in the jobs and a feeling of being valued. They were particularly grateful for the support of Trident's NVQ Assessor Lynn Short, who was on site at least 4 days a week"

To date, 25 members of the customer collection team have passed the NVQ and a further 20 are now scheduled to complete the qualification at the end of March. Val's colleague, Barbara Kevan helped to promote the NVQ to staff, she said: "We've got a good relationship with the Chamber and that was influential in getting buy-in from the staff. They appreciate the paperless way of working and that they can fit it around their working day. The process of gaining the qualification is straightforward"

Carole Crosby, Chief Executive of Trident Training commented: "We are delighted to see that the NVQ and specifically the bespoke training that we were able to create to enable Barclaycard to fulfil their training needs and improve customer service."