East Lothian Council is celebrating the 100th candidate to graduate with a Customer Service Professional Qualification (CSPQ).

The qualification is supported by Scottish Qualification Authority (SQA) and gives candidates knowledge and skills to provide a high standard of customer service to residents.

Samantha Fleming became the 100th graduate after passing her final test last month. Samantha (pictured in the attached alongside fellow graduates Lana Nimmo and Carol Beveridge) said:

“I have really enjoyed working through CSPQ and it has made me more aware of what I can do to help customers. It has also made me feel more confident about the role I play in customer service and has expanded my knowledge and skills."

Depute Chief Executive Monica Patterson said:

“This is fantastic news and well done to Samantha and the other graduates who have worked hard to gain this qualification. The level of customer satisfaction of East Lothian residents with the services they receive is very high and CSPQ has undoubtedly played a major part in this success.”

Councillor Jim Goodfellow, Cabinet Spokesperson for Housing and Community Wellbeing, added:

“I’d like to congratulate all the graduates on their success. This is a remarkable achievement for East Lothian Council. It demonstrates our commitment to our employees' personal development, and is a direct reflection of our determination to ensure residents receive the very highest standard of service.”

The qualification will give candidates the knowledge and skills to increase the customer service levels provided by them, while meeting and exceeding even the most demanding requirements. It will increase customer awareness and understanding, improve communication skills, improve service delivery, increase their knowledge of the council and their service, improve working relationships with colleagues, enhance decision making, acceptance of responsibility and help to creatively solve problems.

Candidates receive an SQA certificate on successfully completing the programme. The candidates are required to complete three units, complete e-workbooks and successful pass three online tests in order to graduate.

There are three levels candidates can complete:

  • Award
  • Certificate
  • PDA

The Qualification’s Award level has been credit rated by SQA at SCQF level 5, with 9 SCQF Credit Points. The Certificate level has been credit rated by SQA at SCQF level 6, with 9 SCQF Credit Points. PDA is a Level 8 Qualification on the Scottish Credit Qualification Framework and successful candidates will attract 32 SCQF Credit points

There are currently 41 candidates working through CSPQ in the council and there will be a further intake in September.

Published: Thursday, 14th September 2017