Contact centre achieves NVQ success

Twenty five members of staff at a contact centre in Rochdale have been received NVQ’s in customer service and business administration.

The contact centre, managed by the Impact Partnership provides services to residents within the borough on behalf of the council. The team of 66 employees deal with 65,000 enquiries a month across the full range of council services.

Impact Customer Service Advisor, Steph Turner comments: “I really enjoyed completing my NVQ, it has helped me to develop and progress as a Customer Service Advisor in the Contact Centre it’s been great to be given the chance to study and receive qualifications whilst at work and I’m so pleased to receive the recognition of a Level 3 Modern Apprenticeship NVQ.”

Sue Gollop, Team Leader at the contact centre comments: “We offer NVQ training to all of our contact centre staff and the uptake has been really impressive with many members of the team now wanting to go on and achieve Level 3 certification.

Rochdale Training has provided the NVQ training and carried out the assessments, offering support to Impact staff throughout, including an assessor making regular visits to the contact centre.

The contact centre has recently received another accolade, the prestigious ‘CallNorthWest’ Contact Centre of the Year Award. The award is designed to highlight and reward excellence in the north-west. Impact successfully won the award, beating tough competition from Cheshire Constabulary and Greater Manchester Police contact centres.

The centre is based on Buckley Road, Rochdale and lines are open 8am to 8pm Monday to Friday and 9am to 1pm on Saturday’s.