NVQ Success at MILA
11th September 2012

Mila’s commitment to improving the service it delivers both to its customers and to its own staff has been demonstrated by Sales Advisor Megan Bradford who has become the first member of the internal sales team to achieve a Customer Service NVQ Diploma Level 3.

Megan has recently completed an 18 month course which she says has given her valuable new skills to help improve her sales performance as well as a greater understanding and appreciation of her customers’ perspective.

Mila identified the course for Megan after she told the company in an appraisal that she wanted to improve her skills and obtain a formal customer service qualification.  An external training provider was identified to deliver all of the training at Mila’s Daventry office and Megan was given time off from her regular job to study and complete assignments.

She says:  “In terms of my own career development, the course has delivered exactly what I had hoped and, in terms of improving the service I can now deliver to customers, I can see it has had a really positive impact.

“The various assignments have made me analyse every aspect of my role and I can see how the improvements I have made will benefit customers.  My team leaders and line manager have also given me really valuable input during the training and it has been a worthwhile investment both for Mila and for me.”

Megan’s success has prompted Mila to roll out the NVQ Customer Service programme to other members of the 12 strong internal sales team and it is set to become an integral part of the training and development offered to new recruits.

Training is one of the key areas identified in Mila’s regular staff surveys which is most valued by staff, and as a result the company invests in widespread training for groups and individuals designed both to improve individual performance and to meet career aspirations.

www.mila.co.uk