After working with People 1st to train its staff in customer service, management skills and personal branding, JAUPT has seen a reduction in complaints, increased customer satisfactions scores, happier staff and improved communication across the business.
Established in 2007, JAUPT is a non-for-profit company that was founded to enable the Competent Authorities to introduce a system for processing centre and courses for the periodic training element of ‘The Vehicle Drivers (Certificate of Professional Competence) Regulations 2007’, implemented in 2008. In 2015, it took on Taxi Driver Periodic Training for DVA in Northern Ireland and, in 2016, the National Vocational Training (NVT) Programme for Driver CPC.
Since 2015, JAUPT has been through a period of significant change as a business. As part of the change it was looking to refocus its team and strategy. Customer feedback highlighted that the company needed to improve its communication with Approved Centres, and consistency across the business. In addition, JAUPT wanted to develop its female workforce, as the passenger transport and logistics industries are heavily male-dominated.
The solutions – WorldHost®, Management 1st and Personal Branding
With in-depth knowledge of the passenger transport industry, and a range of training courses focussed on customer service, management and developing women in the workplace, JAUPT felt People 1st was an ideal partner to support its ongoing self-improvement project.
Working with the JAUPT team, we put together a plan that included delivering WorldHost training to improve internal and external customer service, Management 1st training to aid in team development, and personal branding training to help empower the female workforce. Each programme was adapted to suit JAUPT’s needs and rolled out across the business.
While some team members initially resisted engaging with the training, they ultimately enjoyed the experience and were full of praise for the programmes.
In a year of such vast change, the training showed positive improvements across the business such as a 50% reduction of complaints, whilst JAUPT's annual customer survey revealed that two-thirds of customers felt the quality of service they received had improved over the past 12 months.
In addition, the management team have been collaborating more effectively since undertaking the Management 1st training and say it has encouraged them to communicate more openly and honestly with one another, helping them deliver consistent leadership across the business. Managers have also noticed a change in female staff, reporting that they feel more confident and empowered and are more aware of the first impressions they make through their personal brand.
WorldHost® is a registered trademark of go2 Tourism HR Society. Used under license.