Training underpins our future success
Personal Development
Personal Development Reviews provide an effective tool for reviewing performance, establishing training and development needs and setting targets for the future. In 2009, 92% (target 100%) of all Crest Nicholson employees participated in their Personal Development Review.
Of necessity our investment in training during the downturn dropped - from an average per employee of 15 hours/year in 2008 to 3 hours/year in 2009. However, training hours are set to increase again in the 2010 financial year.
Support to our customers
We particularly focused on improving the way we engage our customers and launched training programmes across the Customer Services, Sales and Build functions. These set out a comprehensive customer support approach from reservation to handover, home demonstration training and comprehensive aftercare. The recent increase in customer satisfaction is an early indicator of the success of these efforts.
A dynamic sales training programme for Sales Advisors was also developed for delivery next year. An integral part of this will be advanced training for sales managers so they can support and coach their sales teams.
Sustainability training
Crest Nicholson's commitment to sustainability is highlighted throughout all training modules, beginning with the new employee induction process. We never lose sight of the need to ensure that our customers understand and can appreciate the many benefits of their sustainable new homes
Skills on-site
The Crest Nicholson policy is that all site personnel must have valid Construction skills certification scheme cards (CSCS). In 2009 this was achieved for all direct staff, while indirect staff carding increased to 98% (FY08: 97%).
To further develop the skills of our on-site staff, Crest Nicholson collaborated with 'Construction Learning World' – the largest provider of construction industry training and assessment services in the UK. We are working together to ensure that by the start of 2011 all site personnel have the correct skills and NVQ qualifications.
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Read about our Sales Training in Supporting and Rewarding our Sales Teams
Growing the skillbase