Carter & Carter - Case Study
Page 1 of 1
Kaylea Davies joined the Peugeot customer adviser programme, which is delivered by the Apprentice Learning Division of Carter & Carter Group plc, in September 2004 and has completed the two year course in just 18 months.
“After I left school I wasn’t too sure what I wanted to do, so I went on to college to study a business administration course,” explains Kaylea. “Whilst I was at college I got a part time job as a loan consultant where my role was to deal with customer queries and provide information on the services and products offered by the company. I really enjoyed the job especially the interaction with the customer.
“I left college with two diplomas, one in administration and the other in secretarial skills. However, my experience at the loan company made me realise that I really wanted to work in customer service.
“I never even considered the motor industry when I was looking for a customer advisor position, but I applied for a job with Charters and I have never looked back!” adds Kaylea.
Charters Peugeot, based in Aldershot, enrolled Kaylea onto the Peugeot Customer Advisor apprenticeship programme, which has allowed her to achieve NVQ level 3 in customer care, the Institute of the Motoring Industry (IMI) technical certificate and key skills level 2 – and all this six months ahead of schedule!
“The apprenticeship programme has been fantastic for me as it let me earn and learn at the same time,” explains Kaylea. “This meant that I could put everything I learnt on the programme in to practice as soon as I got back to work. This has given me confidence in my role and helped to make me a more effective customer sales advisor.”
The two year apprenticeship programme involves four weeks of training at Carter & Carter’s training facility in Derby and 14 days of work based coaching and development sessions. To complete the course students have to collect evidence to prove that they are able to meet the standards of the IMI. An Apprentice Development Coach is assigned to each student to help them achieve these standards by holding feedback sessions to identify areas for improvement and to set action plans.
Helen Shaw is Kaylea’s Trainer and Apprentice Development Coach.
“Kaylea has been a dedicated and enthusiastic student from day one, which has helped her to achieve both her NVQ level 3 six months earlier than usual and reach the final five students at this years Institute of the Motor Industry (IMI) Learning and Skills Awards. She has been a pleasure to work with and she is a great example of how rewarding a career as a customer advisor in the motor industry can be.”
There is evidence that within six months, an employer is able to recoup their investment in an apprentice’s training through the tasks they are competent to perform after this period.
Through apprenticeship programme, the network can also ensure that its apprentices develop the skills and experience relevant to the business. Not only does the training they receive ensure that they are up to speed with the latest sales information and network developments, but it is brand specific.
Mike Phillips, service manager at Charters Peugeot comments, “Kaylea is bright, keen and eager to learn, which has helped her to progress through her training more rapidly than usual. The knowledge and experience she gained through the Peugeot Advanced Apprenticeship programme has enabled her to deliver results for us back in the dealership.
“Apprenticeships are not only a fantastic way to encourage youngsters in to the motor industry, but they also help dealers by providing highly skilled and motivated employees who are dedicated and loyal to the brand,” adds Mike.
“When I started my job and the apprenticeship course, I was surprised that I didn’t need to have a lot of technical knowledge about cars. Providing you know the basics, which are taught to you during the training, the course is all about customer service,” explains Kaylea.
“Buying a car is often the second largest purchase a customer will make and good customer skills are extremely important in building customer trust and loyalty. I think this makes the motor industry the best sector to get in to if you want a career in customer service. I am really enjoying my job and the opportunities the apprenticeship programme offered and I am now looking forward to progressing my career with Charters,” concludes Kaylea.
