Empowering Educators: The Transformative Journey of a Tutor's Secondment
At LSP, prioritising the professional development of our staff holds paramount importance in ensuring learners receive the most current and relevant education. Through collaborative efforts with our partners, we actively facilitate opportunities for our tutors to engage in secondments. These experiences are instrumental in enhancing their expertise and comprehension within the sectors where they deliver apprenticeships. By participating in secondments, LSP tutors have the chance to immerse themselves in alternate sectors, gaining valuable insights into their operations and dynamics. This exposure offers them a unique perspective into the apprentices' experiences and the rapid acquisition of skills and knowledge necessary for their effective role performance.
Robert, who joined the LSP team as part of the Taking Teaching Further initiative, recently completed his secondment with JCT600 to further enhance his delivery of the Customer Service Level 2 Apprenticeship. During his three day visit, Robert reviewed numerous elements of the business including important policies, the customer journey, complaint handling, marketing strategies and stakeholder management, among other integral elements.
We invite you to delve into Robert's insightful journey below. A huge thank you to JCT600 and the Chesterfield team for welcoming Robert. Their generosity in sharing their time, expertise, and providing direct access to their operational framework significantly enriches the learning experience and further reinforces the collaborative spirit that drives educational advancement.
Robert - JCT600 Secondment
“During my time at JCT600, the entire team was extremely welcoming and engaging. In terms of what was covered, I was shown the history of the company and informed of the brands that it works with such as VW, Porsche, Ferrari, Bentley, Audi, and Seat.”
“I was also given time with some of the team leaders who talked through their KPIs such as booking targets quality scores and waiting times. I also spent time with some of the call operatives so I could listen in to live calls being made with real customers. I was shown the systems and resources that are used to help deliver an excellent customer experience at JCT600.”
“At a higher level, I was also talked through the company strategy in terms of attracting engaging, retaining, and regaining customers which was very insightful. I learnt about the marketing strategy and how it is currently experimenting in terms of social media, using sites such as TikTok to deliver short show reels about the brand to build awareness and build trust.”
“For me, the most interesting part of the experience was talking to the quality team and how the service that is being delivered is measured, monitored, and improved. This is a subject close to my heart. I was shown the call monitoring system and scoring mechanisms that are used to deliver feedback to operatives to drive improvement.”
“Having three learners at JCT600 I had a good grounding about the company, however this increased level of detail that's now being provided will be useful to me when helping the learners at JCT600 make the connections between the theory that we discuss in the T&L sessions and the reality on the ground. That’s extremely important to create deep understanding rather than surface learning. For example, one of the modules that I cover includes how service and customer experience is measured in order to drive improvement. I now have some up-to-date examples of the key KPIs that can be used within a contact centre that can be provided to learners as examples from the real world. Things such as calls in the queue, calls answered, average waiting time, and abandoned call rate.”
“Overall, I would say this is a very worthwhile experience.”
