Training

Learning and Development

We’re only as good as our people – and for customers that means our customer service team. We have aligned our recruitment, induction, development and management processes to ensure we get the best people and get the best out of them.

When you join, or shortly after you will get help and training to make sure you are up to speed with us and our systems.

With the overall headcount now reaching 80 in customer facing areas, induction training has become a full week and includes soft skills - enabling staff to be able to take their first call in the training environment before they even go into the call centre.

A Quality monitoring programme was launched for existing staff to develop them in their existing role and personal development plans have been introduced to enable staff to build a career and move within the company. In December 2009 XLN introduced NVQ’s to eligible staff to enable them to gain qualifications within their current role.