Learning and Development
At HEROtsc, it’s our people who make us so successful. So we maintain a culture of excellence in learning and development from which everyone benefits – our people, our managers and our clients.
We know that exceptional customer service and sales can only be delivered by highly trained and motivated staff. That’s why we place such great emphasis on the support and development of all HEROtsc people.
At HEROtsc, we use the Scottish Quality Management System (SQMS) to continually monitor and improve the quality of our training. There’s no doubt that this structured self assessment develops greater motivation and increased satisfaction among our people.
We offer consistent and effective coaching of employees, through formally documented sessions and assessments, which are linked to our performance management system, QCoach and HEROtsc's own performance mangement system - Management University
Growing the L&D Team to grow HEROtsc
For staff in our contact centres, we have a number of programmes sets out clearly defined performance standards and goals, a consistent way of reviewing KPIs and offers opportunities for individuals to improve their performance.
These initiatives empowers advisers to take ownership of their personal development and skills training by offering a variety of learning pathways to support each individual’s performance.
Reward and recognition is an important aspect of this scheme. At HEROtsc, we reward our highest achieving employees and always recognise exceptional improvements in individual performance.
The HEROtsc L&D Department
The Learning & Development Department are responsible for ensuring that all HEROtsc staff are provided with the opportunities to fulfil their potential at work.
Our enthusiastic, experienced team achieve this through a variety of means including: Induction Training, Campaign Upskilling, Soft Skills, Career Paths and E-Learning.
In order to meet the needs of a business the size of HEROtsc, our team have been structured to support all sites and campaigns efficiently and effectively. Each of the roles within the department carries specific duties and responsibilities which allow us to work in partnership with our customers to deliver the best service possible:
Head of Learning & Development
The Head of Learning & Development is responsible for the strategic leadership of the department. Reporting directly to the Operations Director; they are responsible for the defining, designing and implementation of the company's overall Training Strategy.
Learning & Development Business Partner
The L&D Business Partner’s central role within the business links the operation with the client. Typically, each client has a consultant aligned to them who liaises with the client's training manager to ensure that the appropriate training is identified, designed and delivered. They have line management responsibility for the licensed trainers and also accredited while they are delivering training.
Learning & Development Project Co-ordinator
The Learning and Development Project Coordinator has a number of areas of responsibility within the L&D function. Predominantly they are responsible for the planning and organising, scheduling, monitoring & tracking progress of the Undergraduate and Post Graduate Management University Programme across the Estate. Further duties include the administration of the Skillsport E.Learning and L&D Intranet sites. They are also involved in the management of the SVQ programme and assisting with the NVQ programme. Further duties include gathering estate wide L&D data and business Updates from Learning & Development Consultant to the Business Partner. Also from Licensed Trainer to Business Trainer.
Business Trainer
Business trainers are there to deliver training to enhance the operation. This includes but is not limited to Induction training and campaign specific training. They are in effect the line manager of individuals while they are within training and therefore will manage the individuals in the same way as a line manager.
Accredited Trainer
Accredited trainers are agents from the floor who are used to deliver training where there is a requirement for training which outweighs the number of licensed trainers. An accredited trainer is there to deliver training and will refer to a licensed trainer or line manager for assistance in managing an individual.
Management University
At HEROtsc we are committed to the success of our people!
As you may know the L&D team at HEROtsc are currently delivering an exciting, innovative and performance enhancing Management Training programme across the entire estate.
The Mangement Univeristy is being rolled out across all sites for all levels of management.
Freshers Week (New Team Leaders only)
-
A week long intense course delivering essential Team Leader skills.
Undergraduate Programme (Current Team Leaders)
This ILM accredited programme consists of four parts:
-
BOOST! sessions. L&D team working side by side to build skills, share & achieve best practice & overcome challenges.
-
Core skills learning and HR Modules
-
E.Learning. Online self learning modules & great selection of business related books on BOOKS 24x7
-
ILM - HEROtsc is now an approved Centre within the Institute of Leadership and Management. Team leaders are given the opportunity to gain accreditation through a nationally recognised award.
Postgraduate Specialised Programme (Operational Management)
-
The post graduate specialised modules will be target audience driven and linked to job role or specific development need.
Masters Programme (Senior Management)
This part of the syllabus will be specifically tailored to individual outcomes from personal development plans.
The programme is directly linked to the needs of our individuals as well as the business. Successful completion of the programme will:
-
Drive outstanding performance results through quality interactions.
-
Attain ‘customer delight’ and exceed expectations for HEROtsc and our clients.
-
Ensure our managers have the knowledge, skills and behaviours to excel in their roles.
