In 2010, British Gas turned to City & Guilds to help their staff successfully install new ‘smart meters’ into homes and deliver exceptional customer service.
British Gas is no stranger to exceptional training. In 2010 its Energy Academy was ranked as one of Ofsted’s ‘12 outstanding providers of work-based learning’, acknowledging the importance it places on equipping staff with skills for career progression. To meet the challenge of installing up to 20 million new smart meters in customers’ homes, British Gas created a new business arm – British Gas Smart Metering. The new unit trains all British Gas meter installers in how to deal with a diverse customer base. This adds to the energy company’s
existing work with City & Guilds. Since 2009, call centre workers have been able to complete an apprenticeship in customer service, which allows them to earn a Level 2 qualification in customer service. ‘Call centre workers are the first
voice many of our customers hear,’ explains Mohan Bhachu, Site Training Manager for Customer Service. ‘So it’s vital that we invest in our people’s skills and progression and that there are opportunities for them to develop.’ By working with British Gas in these aspects of its operations, City & Guilds is providing the organisation and its staff with not only a skills benchmark, but also recognisable qualifications to help them progress in their careers.
Signing up to success There has been a 62% increase in registrations on full City & Guilds apprenticeships and an 83% increase in income from full City & Guilds apprenticeships
24 Fully tailored
City & Guilds launched City & Guilds for Business to help employers develop the skills of their staff, cementing a new partnership with supermarket chain Asda in the process.
Launched in 2011, City & Guilds for Business works to meet the needs of any business interested in work-based learning. A wholly owned subsidiary of the City & Guilds Group, it aims to simplify the learning process for employers through a suite of services that range from qualifications through to training delivery. City & Guilds for Business uses a
variety of strategies to tailor City & Guilds qualifications to each employer, including accrediting existing training programmes with the City & Guilds brand. Drawn by this service offering, Asda created the Skills Academy in partnership with City & Guilds in June 2011 to deliver apprenticeships to its employees in roles as diverse as retail, distribution and management.
‘There are many benefits to be gained from developing training schemes. We hope to excite and encourage other companies to adopt similar initiatives’ Andrew Rosser, Director of Flybe Training Academy
Apprenticeship nation
In July 2011, the National Apprenticeship Service (NAS), in partnership with City & Guilds, released a list of the Top 100 Apprenticeship Employers of 2011, recognising the businesses dedicated to recruiting new talent.
Politicians, employers, awarding bodies and policy advisors all agreed on one thing – apprenticeships will play a vital role in recovering the UK economy. To recognise the employers leading
the way in training the staff of the future, City & Guilds and NAS created the Top 100 Apprenticeship Employers. One of the larger employers in the
Top 100 was the Royal Navy, taking on over 2500 apprentices across five sectors. Commander Sean Winkle said: ‘Our commitment to training is second to none. We are delighted that our dedication to our apprentices has been recognised.’ City & Guilds has also been supporting businesses in their creation of the leaders of the future by becoming a member of Business in the Community (BITC). In 2010-11, City & Guilds Director-General and Chief Executive Officer, Chris Jones, joined the Talent and Skills Leadership Team, alongside employers such as Crossrail, Costain, Capgemini, Alliance Boots and the BBC. By being aligned with organisations that share an ethos of success through skills, City & Guilds can spread its message of boosting business through vocational training.