A TRUE TEAM ACHIEVEMENT

With Auckland's new Super City just around the corner, a trail blazing team from Manukau City Council Customer Service Centre is leading the way by gaining qualifications to back up the service they deliver.

With business administration qualifications are, from left, Joan Whaiapu, Laiju Paul, Annaleise Kidwell, Debbie Ritchie, Kare Maxwell and Ellen Cassidy

Pictured above is the group that has just completed the National Certificate in Business Administration and Computing [Level 3] – their second significant training achievement within the space of two years.

Last year the Manukau team, encouraged by managers including Gary Stephenson Manager, Customer Service, Team Leader Jackie Wilkie and workplace assessor Kay Stuart, completed the National Certificate in Contact Centre Operations [Level 3].

Jackie and Kay led the way by achieving the certificate and progressing to complete the 4098 assessor certificate.  Kay also completed the Business Administration qualification so she was able to assess the team.

After the first certificate the group was motivated to continue on with national qualifications training and keep up the momentum they'd gained individually and as a team. In less than a year all eight trainees have completed the business administration qualification and their training ethos is stronger than ever.

Their smiles and support for each other at a gathering at which they received their certificates from ETITO's Tracy Henderson, who has been working closely with team, said it all.

Manukau City Council workplace assessor Kay Stuart says the benefits of the training in the Manukau City Customer Service Centre became very obvious, very quickly.

“For starters, the team has really bonded in a new way through the training. They have supported each other hugely through the process. I've even heard stories of team members getting together in the weekends to study and work through the workbooks together!”

Kay says completing the business administration qualification has given the team more confidence, especially in using technology and managing conflict situations when they arise. “In those real-life conflict situations, they're applying the skills they've learned and supporting each other,” she says.  “They're really listening to each other too.  As a team, they are thriving and it's great to see.

“The qualifications are recognised by fellow staff as being very valuable and not something that can just be handed to you. It's a real personal achievement but it’s a real team achievement too.”

And it hasn't been just the support of Manukau City Council and the team members themselves that has stood out during the training. The staff have been encouraged by their families as they worked towards achieving their qualifications. Being able to set a great example for their children has been an additional motivating factor for many.

Kay says getting involved with national qualifications training has also been important because the qualifications are transportable. “They go with you wherever you go. You can be sure that you will be suitably recognised for your skills and abilities.”

What's next on the qualification agenda for the team?  Already they are turning their minds to progressing to the National Certificate in Contact Centres – Senior Customer Service Representative!

If you'd like to find out more about ETITO's business administration qualifications visit www.etito.co.nz.