University of Huddersfieldfirst direct
The University of Huddersfield delivers a Foundation Degree in Contact Centres at first direct’s Leeds headquarters. The course was built to meet employer needs by designing the course content and models for delivery in conjunction with major employers in the sector. It was developed in consultation with the West Yorkshire Employer Coalition and funded by the Higher Education Innovation Fund. Employers were seeking distinctive professional development provision to enhance recruitment and retention in a competitive market, talent-spot existing employees and embed higher skills into learning and development programmes.
Jane Hanson, head of human resources at the bank commented, "This is a very exciting initiative. The working environment at first direct encourages people to develop themselves both personally and in their jobs. This degree will ensure that our customer representatives can have the tools to open up career paths within the business.”
The course focus is on the key skills needed to develop a career within the business, both in the call centre and other area of the operation. Modules include: principles of customer services, marketing, elements of financial services and understanding trends and developments in the financial services industry.
“I want to stay with first direct but would like to move into a management position. Completing the qualification will enable me to increase my knowledge and skills thus assisting me in my career progression.”