Category 6: Renfrewshire Council- Customer Service Professional

The groundbreaking Customer Service Professional Qualification is transforming customer service across the country and is helping develop a more skilled workforce now and in the future. Scottish local government's only online professional qualification certificated by the Scottish Qualifications Authority (SQA), has been developed under Renfrewshire Council and the Improvement Service's lead, and is already helping to achieve more first-time resolutions of customer enquiries and increase customer satisfaction levels. Online learning is a proven way of transforming performance and a fantastic endorsement of the Qualification's impact has emerged from an independent evaluation study, with an overwhelming majority of learners (92%) confirming they would recommend the Qualification to a colleague.

Recognised nationally by SQA and portable across local government, the Qualification is providing career pathways for local government's diverse workforce, from traffic wardens to librarians, for those working in social work to planning, from housing to education. Through effective collaborative working, it serves as an excellent model for other similar projects.

Since the Autumn 2008 launch, the award-winning Qualification has grown from strength to strength to become SQA's fastest growing customised award. Embracing a unique, online format and applying leading practice which gives learners immediate test results and feedback, the Qualification is helping to transform the sector by providing the local government workforce with the right skills, knowledge and confidence to the benefit of customers.

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