Training boost for pensions team

Apr 15 2009 by Sue Scott, Evening Gazette

DARLINGTON-based pensions manager rpmi, which looks after the pensions of 500,000 people in the UK, has extended its staff training scheme.

The company already has an established training programme for its pensions administrators, more than half of whom are QPA qualified or studying, but wanted to extend its training across the Darlington-based helpline team as part of its commitment to providing a high-quality service to its customers.

It offered helpline staff the opportunity to gain an NVQ level 2 in customer service, while the customer helpline manager, Tony Wood, chose to take on an NVQ level 3 in contact centre management. rpmi decided to use national training provider Intec Business Colleges to deliver the qualifications because it could demonstrate its success in delivering them previously to an impressive portfolio of clients.

“The decision to offer these qualifications to our staff was part of our commitment to continuous improvement in customer service, but it was also to show our employees how highly they are valued,” said Tony. “Last year we grew our workforce by 25% and our staff turnover rate is half the national average at 8%. We believe part of this is down to the fact we value the contributions of every individual and invest in their development. We encourage our staff to become professionally qualified and this initiative is just another part of that.”

rpmi has found that the most relevant qualifications for those directly engaged in pensions administration are the Pensions Management Institute’s Associateship examinations, and their NVQ-based Qualification in Pensions Administration (QPA). However, the customer service NVQ Intec could offer was the most relevant qualification rpmi had found for its contact centre helpline staff.

“We are already very proud of the job our helpline staff do and this NVQ will help the team continue to deliver the quality of service that our customers have come to expect,” said Tony.

And Tony is encouraged by how well the learners have responded to the training: “I have received very positive feedback from team members. They are finding the programme very helpful and they are using their learning to identify ways of further improving the quality of the services they provide to our wide range of clients.”

If the programme is successful, the company is keen to develop some of the team even further with a level 3 qualification and is considering integrating the programme into its standard helpline training.