Let’s celebrate!

Frontline Telephone Answering Service is pleased to announce our recognition by Investors in People. Over 30,000 UK organisations are recognised as Investors in People and we are now proud to be one of them!

The framework laid out by Investors in People is designed to help us improve the way we work through our staff. Using the proven indicators used to judge each of their companies we were pleased to be successful meeting each criteria in our own unique way.

Developed in 1990 by a partnership of leading businesses and national organisations, the Investors in People standard will help us to improve performance and realise objectives through the management and development of our people. The Investors in People Standard is reviewed every three years to ensure that it remains relevant, accessible and attractive to all, meaning we receive only the most appropriate and up to date appraisal.

The Investors in People standard we were judged on are based on three key principles:

• Plan – Developing strategies to improve the performance of the organisation
• Do – Taking action to improve the performance of the organisation
• Review – Evaluating the impact on the performance of the organisation.

Staff retention is paramount at Frontline with the average member of staff staying for a minimum of 3 years and most of our key members of staff over 10 years! We are truly dedicated to the development of our staff and we are so very pleased that this has led to us receiving Investors in People recognition. We intend to use the principles to continue our success well into the future!

“Its great to be accredited for our commitment to our staff, we see it as a well deserved reward for our 10 years of loyalty and dedication, Well done to all!!” Andrea Shotter (Client Service Manager)

Frontlines leadership graduates celebrates ILM training success with a night of fine dining at Hooks Nook and Cranny Restaurant 

We are proud to announce the success of all our team leaders that took part in this years ILM course in Leadership and Management. To celebrate we treated the group to a night of fine dining at Hooks, Nook and Cranny Restaurant were the team were presented their certificates by company owner Tricia Jones.

In Spring 2008 Managing Director David Jones decided it was time to develop the role of the Team Leader at Frontline Telephone Answering Service further, after numerous chats with Train to Gain the IBS group seemed to stand out from the crowd with an ILM certified course that was perfect for our operatives.

“The Team leader role has evolved considerably since its inception. As the business has grown we have found ourselves relying on our Team Leaders to be available to answer operator’s queries, our customer’s queries and to assure that the quality of our service is upheld. We have decided that this can only be properly achieved by them spending less time on the phone and more time monitoring, resolving issues and… leading their team!” David Jones (Managing Director)

Frontline currently has around 20 Team Leaders, and due to the amazing accomplishment of this years group (with only 10 completing the ILM training course) we have decided to put all our Team Leaders through this course as standard procedure in addition to their regular Team Leader training.

The course covered 7 main modules such as:

Leadership & motivation
Leading the Team
Building the Team
Time Management
Managing Change
Discipline and Grievance Handling
Effective Delegation

Since the course, the team is continually using and being astonished by the tools and benefits this course had provided them with.

“The course was brilliant, not once did any of us sit there half asleep or bored.. John (the trainer) kept us constantly busy relating his wealth of knowledge to our systems and procedures, this course has proved to be an invaluable asset to our company, not only do we have new systems and administration in place we also have an excellent environment which has improved immeasurably since the course” Vicki Kneller (Team leader)

Throughout the course the group was continuously being encouraged to analyse their skills and abilities, perhaps the most beneficial and useful element of the course for our team. For assessment, the group was issued a list of topics taken directly from the units studied and advised to pick a topic that concentrates on their own area of weakness. This aloud the group to self analyse their performance and offered chance for them to investigate these issues further, improving and developing their problem areas.

The course has been a resounding success and we would like everyone to know the accomplishment this year’s group has achieved! Congratulations guys keep up the great work!