Capita LGS has been providing award-winning customer services, revenues and benefits training to local authorities for over 10 years and we have an offering of over 50 tailored training courses.
We realise that the retention of skilled staff is exceptionally important for councils wanting to develop and maintain high standards of accuracy, compliance and customer care. This, combined with the added pressure of increased service demand and cost cuts that councils are facing during the current economic downturn, means that having a highly-skilled, resilient work force is now more important than ever before. Our courses have been specifically created to equip staff to deal with increased workloads in an efficient, accurate and quick manner.
Integrated training solutions for local authorities
Our training team has considerable, hands-on experience in working with local authorities throughout the UK to provide their staff with the complete set of skills and knowledge that they need to provide a responsive and excellent service. The team also delivers all of our in-house training on our long-term revenues, benefits and customer services contracts and partnerships.
Aligning the priorities of our clients with the individual training objectives of their staff, our training solutions provide local authorities with:
- Revenues and benefits training that covers a wide range of courses; catering for new-starter, refresher, legislation and system training needs, for staff working in both back office and frontline environments
- Customer services training that is specific to local government and deals with a broad range of topics, including: the basics of customer services, dealing with difficult customers, debt negotiation, outbound calling, controlling customer interaction and how behaviour can affect customer services
- A team of expert trainers who have all had numerous years of practical, on-the-job experience working in revenues, benefits and customer services environments
- Courses that cover both theory and practical systems work, including comprehensive training manuals and e-learning resources
- An innovative training approach that breaks complex issues down into simple, easy-to-understand terms and places them in a real-life context
- Cost-effective, tailored courses that are delivered onsite at the client’s premises.
Read about how staff at the London Borough of Brent benefited from our e-learning solution.
Investing in staff while improving in quality
Councils throughout the UK who have used our training services all agree that the benefits achieved as a result of our training include:
- Increased staff confidence and skills
- Reduced error rates
- Better performance across services
- Quicker turnaround times
- Greater first-point-of-contact query resolution
- Increased quality
- An improved customer experience all round.