Case study transcripts
Serco
Ian: Here at Serco, one of our governing principles is we enable our people to excel. That’s all about bringing service to life. And the Skills Pledge is all about improving people’s employability and improving their skills.
[Announcement:][The train now departing platform 3 ...]
Katrina: Since the Skills Pledge I’ve really noticed a difference in myself and my colleagues. Not only have we completed the NVQ Level 2, we’ve also been given the opportunity to go onto NVQ Level 3 and also other courses that the college is running.
Ian: All our customer services staff completed a Level 2 NVQ in customer services, but since the completion of the course we’ve seen a continuous decline in customer complaints. In large part, this is due to our staff being better equipped to deal with our customers. Train to Gain as part of this scheme offers tangible business benefits.
Katrina: It’s really made me see how people perceive us, the passengers and customers perceive us as people, um, who work for Serco, how they perceive the company, and I would highly recommend the NVQ because it really shows the commitment by the company to our personal development as staff. You know, it’s there in black and white, they’ve done their work, they’ve studied hard and they’ve achieved what they need to do their job.
