Bespoke Customer Service Training

The Park is a secret huddle of distinctively chic, self-catering homes, hidden in a tranquil valley garden, mere moments from a stunning beach on the north Cornwall coast. Every home is unique, with lush interiors and designer furniture, from lodges with hot tubs, private terraces to yurts and retro trailers with log burners and campfires. The Park also offers an on-site café, heated swimming pools, beautiful gardens and all just a short amble to Mawgan Porth beach.

What were the businesses issues/challenges to undertake training?

The Park has had a number of staffing changes over the past year, along with a rebrand and change of ownership.  It was therefore of paramount importance that time and resources were invested in the team to ensure that the high standard of customer service that their guests have learnt to expect continued and improved as they grow as a business.

The training undertook:

Working with The Park we develop a bespoke tailored training package following the outcomes of their Customer Service training, where we conducted a mystery shopper survey, via three different routes: phone, email and in person.  The results highlighted a need for training and development in other areas. The tailored training package included some regulatory training in First Aid plus Manual Handling, Team Building, Customer Service/Sales training and Social Media mentoring.

What impacts and benefits has the training had on the company?

The training has assisted The Park in providing a consistent level of service throughout all levels of the business.  Hospitality is traditionally an area which doesn’t have high levels of staff retention and is not regarded as a career choice for many.  The training that The Park undertook with us has helped them show their team that they value their skills and are willing to invest in them to ensure that they retain and recruit good members of the team.

By tailoring the training around their recent rebranding, we ensured that The Park’s core values were maintained and communicated clearly through all media, in-turn helped to embed their brand ethos.

“The team at CCB have been supportive throughout all aspects of the training, and tailored the days to specifically meet our needs, helping us invest in our staff.  We would happily recommend them.” Holly Hipkins - The Park.

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Customer Service and Accounts Apprenticeships

Tons of Tiles are one of the UK’s leading online tile retailers specialising in kitchen and Bathroom wall and floor tiles, The Company has grown from a cottage industry in 2007 to a multi-million company today employing 25 staff including Customer Service and Warehousing apprentices.

What were the businesses issues/challenges to undertake training?

Tons of Tiles wanted to increase their workforce with the minimum disruption to other staff and activities.

The training undertook:

The company had never taken on apprentices before but decided to invest in new staff through Warehousing & Logistics, Customer Service and accounts apprenticeships.

What impacts and benefits has the training had on the company?

Taking on apprentices enabled them to mould their apprentices to specific roles within the company. Over time they noticed a vast improvement in the level of knowledge and commitment their apprentices developed compared to pre-trained personnel. Their apprentices have shown outstanding willingness to learn and take on more duties, expanding their knowledge within the work place.

“CCB’s Recruitment Team has been professional throughout, offering help and assistance as and when it was needed. Having had such a positive experience we have taken on yet another apprentice.” Ian Morgan - Warehouse Manager

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Country Estate Apprenticeships in Cornwall

Tregothnan is a rural family Estate.   The Estate is run by a large team of employees who work across the Garden, Maintenance, Farming, Game, Joinery, and Forestry. 

As well as the traditional Estate operations Tregothnan has diversified with a commercial business in Tea, Charcoal, Floristry and Holiday Accommodation.   Their Tea is grown, processed, packed and sold on the Estate in Cornwall. Their Charcoal is made at their Kent Estate and their Floristry uses home grown foliage and British grown flowers.  Tregothnan’s commercial branding promotes their British product, heritage and the luxuriousness of the products.

What were the businesses issues/challenges to take on apprentices?

The main challenges for the Estate are succession planning and brand alignment. The knowledge across the Estate among employees is important and going forward they need to ensure core knowledge is passed to trained employees.   This could be anything from understanding the Estate’s water network to ensuring they have the skills within the joinery teams to undertake the specialist and diverse tasks that are relevant to the Estate.  Tregothnan offers a different work environment, a very enjoyable one, which requires a unique employee.   This is usually someone who understands and is passionate about their brand and ethics.   It is important for Tregothnan to harness this passion within potential employees.

Recruiting their apprentices:

Tregothnan created their own Apprenticeship Scheme and took on their very first apprentices in Forestry and Horticulture with Duchy College and CCB, and Joinery with another provider.

CCB’s Apprenticeship Recruitment Team supported Tregothnan at each step of the process. CCB’s Recruitment Advisor, Claire, worked with them to gain a clear understanding of their needs and concerns from the outset. Candidates were only presented once Claire knew they were committed, which meant Tregothnan got to interview some really interested, passionate young people.

Tregothnan’s Apprenticeship Scheme has provided them with a focus on how they can knowledge share and provides support amongst their team mentors and their employees in general.  It has opened up a culture of learning and engagement.

What impacts and benefits have apprentices had on the company?

It has opened their eyes up to the skills that team members need to take on an apprentice and ensure that they are motivated and trained.   They did not expect the apprentices to produce any kind of increase in output as they wanted to focus on their learning and other training outside of their apprenticeship for example; chainsaw, manual handling, and spraying.  

However, the apprentices have allowed Tregothnan to expand their outlook on how they can develop employees and future apprentices. As their apprentices have developed they have seen an increase in output within each team month on month.

“Our apprenticeship scheme is providing us with future skills in technical and rural roles that are hard to find in young people.   We have found some passionate and committed young people to work in our demanding environment and take on the challenge of gaining a qualification. Our apprehension in starting an apprenticeship scheme was met by the brilliant service we had with Claire at CCB.” Claire Scholes - Training Manager - Tregothnan Estates

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Accountancy training

Whyfield are a small independent firm of accountants employing 10 members of staff. They offer an extensive range of accountancy, bookkeeping and payroll services to clients all over the UK although predominantly in the South West. Their client’s range from; sole traders to multi-million pound turnover companies. 

What were the businesses issues/challenges to undertake training?

Whyfield have found that employing apprentices and supporting them through their qualifications is a very effective way for them to grow their team alongside employing staff already qualified. By investing in their staff to provide them with the right skills and knowledge, Whyfield can ensure that their core values to ‘provide the very best customer service and that each client receives high quality information’ is delivered.

The training undertook:

Whyfield currently have two AAT Apprentices and over the last few years have taken on several AAT Apprentices who have been successful in securing permanent roles within the company.

Whyfield continues to support their employees learning and development by enrolling them onto various training courses including the CIMA Management Accounting qualification. This internationally recognised programme further support their core values to provide their clients with high quality information enabling them to make informed decisions.

What impacts and benefits has the training had on the company?

Every staff member who is currently undertaking training has fed back that they can relate what they learn in college to what they do in the workplace. It provides them with a further understanding of the work they carry out and challenges them to think outside the box and they are always keen to ask questions. Investing in staff helps them to become more knowledgeable, competent and qualified benefiting Whyfield as they reap the rewards through increased production and increased profits.

“Employing apprentices is a fantastic way of growing your workforce and using CCB to further their knowledge and qualifications gives you a supportive and professional network to work alongside to achieve this.” Laura Whyte- Whyfield.

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Marketing in the South West

Publicity South West represents attractions across Cornwall and Devon and assists them with their advertising, which includes leaflet distribution, design, printing, website development and more. Publicity South West has a comprehensive network of stands and outlets across the South West that advertises these leaflets with 98% of hotels, holiday parks, campsites, pubs, supermarkets, leisure centres, tourist information centres, attractions and public transport stations etc.

What were the businesses issues/challenges to undertake training?

Publicity South West didn’t have trained marketing individuals within the business and had always done everything following their own previous experience and knowledge. They supported their employee, Millie Norris, Administrator and Sales Representative to undertake training within Marketing to help her develop within her role.

The training undertook:

Millie Norris undertook our CIM (Chartered Institute of Marketing) Certificate in Marketing Level 4.

What impacts and benefits has the training had on the company?

The CIM course has provided Millie with the knowledge and confidence to improve the current structures and operations of the business as well as allowing her to share her new found knowledge with other employees to help the way they go about their job roles.

Also, the standard of the marketing for Publicity South West has seen great improvements, which has improved business acquisition. Because of this training Millie now feels encouraged to share her thoughts and ideas on ways to improve the marketing of the business. Additionally, the course has also helped Millie gain personal confidence which has benefited her when approaching new sales and sales meetings.

“The CIM training was very comprehensive and my trainer was very supportive. It has given me and Publicity South West added benefits and has improved the business.” Millie Norris- Administrator and Sales Representative, Publicity South West.

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