Barclays banks on customer-service training

Citation

(2002), "Barclays banks on customer-service training", Education + Training, Vol. 44 No. 2. https://doi.org/10.1108/et.2002.00444bab.008

Barclays banks on customer-service training

Barclays banks on customer-service training

Barclays Bank has teamed up with a private-sector training provider to offer a modern-apprenticeship programme in customer services, in a bid to recruit school leavers on to a structured training and development programme and offer them the chance to start a career in retail financial services. More than 120 school leavers, aged 16-18, signed up for the first intake last September. Trainees started their careers as cashiers in one of 110 branches offering the modern apprenticeship. Advisors from TTC Training, together with Barclays Bank colleagues, are providing training over the 18 months, leading to a national vocational qualification at level 3 in customer service.

The training takes place on and off the job and involves a range of workshops, training courses, computer-based study and some self-study. Trainees are trained in service delivery, customer relations, customer communications and problem solving. Katy Weaver, Barclays human-resource manager for UK sales and service, said: "This scheme, which has been developed in partnership with our trade union, UNIFI, provides us with a great opportunity to recruit young talent. It reinforces our commitment to delivering first-class service to our customers, and will provide those on the scheme with some excellent development opportunities". Sharon White, TTC's head of funded programmes, commented: "Learning through a modern apprenticeship in the workplace increases employees' employability, raises customer-service standards and relieves the pressure on individual employers to undertake the training themselves".