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CIH Level 2 offered to all contact centre staff

2019 - April, Latest news

We've recently revealed plans to offer a professional qualification to all our Customer Service Advisors. We're really excited about the programme and how it's a great thing for both customers and colleagues. Here, Head of Contact Centre Operations, Phil Heron, and Learning and Development Manager, Darren Jenkins, discuss the new venture.

Can you explain a little bit about the CIH Level 2 in Housing Practice?

It's a general introduction to the housing sector; gaining the qualification is a great way to develop a career in housing. It covers things like assets, repairs and maintenance; customer services and housing provision. Colleagues will gain CIH membership for the duration of their qualification too, which will give them access to a wealth of guidance, support and networking links.

What's the significance of the CIH?

CIH is widely recognised across the housing sector. The qualification is a great opportunity for staff to strengthen their understanding about housing and continue their learning.

Why have we decided to offer this to the CCC?

Our CCC deals with over half a million enquiries a year, so the level of customer interaction we have is huge. If we can upskill our teams to further enhance their knowledge, we think it will massively enhance our customer services, with the team being able to handle more and more enquiries.

Why now?

We've completed our work in aligning the service across the Midlands and the South. The teams have had comprehensive training over the last six months, and we're now in a position where we can look to develop them further. The CIH qualification is the perfect vehicle for that.

Do you anticipate a high uptake?

From early conversations with colleagues, we've seen a very high level of interest and we expect to see more than 50% of the team take up the opportunity.

What are your hopes for the programme?

It would be amazing for the business to have a pool of qualified housing professionals in the CCC that can fill a range of vacancies across the organisation. They'll have the opportunity to continue the development up to a level 3 qualification if they wish, and they can start to define the area of the business they're interested in and set themselves up for a long and fruitful career in housing. It's great news for our colleagues and customers alike.

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