A previous Hr NETWORK Award for Strategic People Development Project category winner, the Customer Service Professional Qualifications, is celebrating once again with the achievement of their 1,000th graduate.
The Customer Service Professional suite of qualifications is Scottish local government’s only ONLINE professional qualification supported and certificated by the Scottish Qualifications Authority (SQA).
The qualifications were developed in partnership by a group of local authorities, led by Renfrewshire Council and the Improvement Service, in an effort to recognise the skills and knowledge of employees who deliver customer service across a diverse range of service areas.
The Customer Service Professional Award (SCQF Level 5) was launched to a small group of staff from Renfrewshire and East Renfrewshire Councils in 2008. After the successful introduction, the qualification was extended and made available to every local authority across Scotland in 2009.
Two further levels were added to the qualification; Certificate (SCQF Level 6) and the Professional Development Award (SCQF Level 8)
Nicola’s graduation is a fantastic milestone for Customer Service Professional. When Renfrewshire Council first approached SQA with their intention of developing a new qualification, we were delighted to offer our expertise and guidance to ensure the customer service skills the council wanted their employees to exhibit, would be accurately and fairly assessed.
The award-winning Qualifications provide significant efficiencies for all delivery centres and have therefore grown from strength to strength to become, arguably, SQA’s fastest growing customised award.
They have been embraced by the Scottish public sector, such that currently 43 organisations deliver the Qualification, among them 30 of Scotland’s 32 local authorities, and more than 2200 learners have registered for the Qualification.
Michael Moran, Senior Organisational Development Adviser, Renfrewshire Council, who manages the qualifications Central Administration Point said. “To have reached 1000 graduates is more than we could ever have imagined. My congratulations go to each and every one of them on a fantastic achievement.”
“The success of the qualifications would not have been achieved without the collaborative efforts of so many, particularly colleagues in the Improvement Service and within all of the organisations who now deliver the qualifications.”
Nicola Steel, a Customer Service Advisor with Dumfries and Galloway Council achieved the honour when she completed the Customer Service Professional Award.
Nicola commented “I am very pleased that Dumfries and Galloway Council has encouraged its Customer Service employees to undertake this nationally recognised qualification. It provides useful tools to allow Customer Service personnel to provide a very professional service, focusing on making the experience for the customer a positive one that gets it right first time at the first point of contact. I was delighted to find that I was the 1000th candidate to pass and achieve this qualification.”
Liz McGrath, head of qualifications portfolio management at SQA, said: “Nicola’s graduation is a fantastic milestone for Customer Service Professional. When Renfrewshire Council first approached SQA with their intention of developing a new qualification, we were delighted to offer our expertise and guidance to ensure the customer service skills the council wanted their employees to exhibit, would be accurately and fairly assessed.
“The award’s success has been beyond our expectations. With 30 of Scotland’s 32 local authorities now offering the course, as well as NHS National Services Scotland and the Improvement Service, it’s clear that public sector employers trust the qualification and employees value the knowledge and understanding it enables them to demonstrate.”