Customer service survey – thank you!

We’d like to say a massive thank-you to everyone who took part in our customer service survey earlier this year, and that we appreciate the feedback from everyone.

But most of all, we’re delighted to report that the vast majority of our customers are happy with our level of service and would recommend Highfield to others.

So we’ll keep on doing what we’re doing, and we’ll keep on listening and responding to our customers.

Of course, there was constructive feedback from some our customers, and we have already begun to address those issues. For instance, we have already reduced the amount of paper we send out, reducing waste and helping the environment.

And we’ve already held a couple of focus groups with customers to follow up on some of the points made in the feedback, with a number of really good recommendations to be implemented over the coming months.

But after all that, it’s fantastic that over 95 percent of you rate our customer service as excellent or very good. Although that still means we have some work to do on that final 4 percent or so!

Finally, if there’s something you think we can do better, you don’t need to wait for the customer service survey. We’re always happy to hear from our loyal customers and appreciate any feedback on how we’re doing. Likewise, we are open to suggestions on how we can improve our offer to you.

As we say, we’ll never stop listening and responding, so please do contact your account manager if there’s anything you want to share with us.

And to find out how we train our own staff in customer service, go to https://www.highfieldqualifications.com/qualifications/compliance/customerservice

Highfield plans expansion with new office

Continuing with our recent success and growth, Highfield will be relocating to a new office over the next 12 months.

The new office, Icon, is a landmark building located conveniently at the main entrance to central Doncaster from junction 3 of the M18. Providing accommodation over three floors, the state-of-the-art, 10, 000 square foot building will be familiar to anyone who has ever visited the town and is certainly one of the most prestigious and recognisable offices in the region.

The purchase of the building will help Highfield meet its strategic objectives and future plans, and continue our phenomenal growth. It will also provide us with a great place to work in, and consolidate Highfield as one of the leading educational organisations in the UK.

Most importantly it will provide an infrastructure and environment to allow us to provide our customers with the highest levels of customer service.

Updated contact details will be provided to everyone in due course, but we look forward to inviting you in for a coffee and a chat!

Further growth for Highfield

Highfield Qualifications logo It’s been an exciting and exhilarating transition since Highfield Qualifications launched in 2008 as Highfield Awarding Body for Compliance (HABC).

So, it’s with great delight that we were the second largest awarding organisation in England for certifications in the first quarter of 2019 according to Ofqual! That’s quite a trajectory from the days when we offered just one food safety qualification and had a handful of staff, to today with over 200 separate qualifications on offer and nearly 300 colleagues based in offices in the UK and the Middle East.

We believe we’ve cemented our position in the top tier of awarding organisations by focusing on you, our customers. We’ll always answer the phone within three rings, respond to emails within one working day and strive to listen and respond to you. And of course, we’ll continue to offer the best all-round package of qualifications and support to help centres and businesses achieve their own ambitions and objectives. 

We are thankful to all of our extremely loyal customers and are absolutely dedicated to ensure as we grow we keep our strong family values. As always if there is anything we can do to improve our service please let us know. We really do listen and respond!

Did you know…customer service training

So you’re looking for customer service training? 

Did you know our Customer Service Level 2 e-learning course can be used to support the knowledge element of the Highfield Level 2 Award in Customer Service? Learners simply have to sit an exam to achieve the qualification.

But what if you’re not looking for a qualification? No problem. It’s also a great stand-along customer service training course covering everything you need to know about customer service.

New and improved food safety level 2 e-learning course

Highfield E-learning Interactive exercise exampleEveryone knows we’re passionate about food safety, that’s why Highfield Qualifications are the UK market-leader when it comes to regulated qualifications.

But our commitment to food safety goes beyond the certificate on the wall. We want genuinely competent food handlers in the workplace.

We know that learners, and businesses, increasingly want to spend less time in the classroom. If training is needed it must meet the changing needs of both learners and employers. Online food safety training is becoming an increasingly popular option.  

That’s why we’ve updated our food safety level 2 course.

The changes

The course retains the same great content, written by food safety expert Richard Sprenger, and meets all legal requirements for training food handlers.

We’ve modernised the look of the course, we’ve responded to customer feedback and have made changes to the course layout, added new images and generally brought the course up to date.

We’ve improved the various activities visually, but most importantly, they now feature improved functionality.

The course now uses the latest e-learning development technologies, this ensures learners enjoy a seamless and robust learning experience.  

These changes ultimately mean that this online food safety course is now even more engaging with increased interactivity and reliability.

It is accredited by Highfield Qualifications and is CPD certification service accredited.

Try it for free

If you’d like to try a free demo of this course visit here. Select ‘Try our Courses’ from the left-hand side and you will be prompted to enter your details. You can then access a demo version of this course.

If you’d like to purchase this course click here, or call 01302 363 277/0845 226 0350.

Technical information:

Highfield’s food safety level 2 e-learning course has been developed using the latest version of Lectora. This means improved reliability with the latest web browsers.

The course can now be provided in a range of different formats that integrate with business own LMS. Formats include SCORM 1.2, SCORM 2004 and xAPI.

Highfield approved for Improvement Technician EPA

We’re excited to announce we’ve been approved to deliver end-point assessment (EPA) for yet another apprenticeship standard, this time Improvement Technician.

Improvement Technicians are responsible for delivery and coaching of improvement activity within an area of responsibility, often associated with Lean and Six Sigma methodologies. They can be found across all industry sectors and functions including automotive, banking, engineering, food products, IT, property, retail, telecoms etc.

If you are an employer or provider and are interested in hearing more about the services we can provide around assessment for this standard, just drop us a line at info@highfieldassessment.com

Or you can talk to us on 01302 363 277 / 0845 226 0350, where one of our team members will be happy to talk you through the options available.

Highfield is already one of the leading end-point assessment organisations (EPAO) in the country with one of the widest portfolios of standards covered. Approval for this standard brings our total to 33.  

To find out more, go to www.highfieldassessment.com

Plain sailing for Highfield in support of VICTA

Ahoy there! Last week, five of our intrepid Highfield staff set off for the high seas of north west Scotland in support of VICTA.

The team spent five days crewing a tall ship with a team of registered blind/visually impaired (VI) young adults, helping with the helming, going aloft, setting sails, cooking, cleaning and even climbing the 30-metre mast!

Of course, we didn’t let them loose on a tall ship alone, so they were guided in their adventure under the watchful eye of the experienced crew from the Jubilee Sailing Trust (JST), who are the operators of the only two fully accessible tall ships in the world – the STS Lord Nelson and the SV Tenacious.

Departing from Oban on 17 June 2019, they toured the islands of north west Scotland, taking in various ports along the way before returning safely on 23 June 2019.

It was a great experience for all, and a real-life changing opportunity. So, on behalf of all our intrepid sailors, we’d like to thank you all for supporting us with raising hundreds of pounds for this amazing charity!

If you’d like to find out more or make a donation yourself, go to the fundraising page

Meanwhile, you can check out the pictures in our Facebook gallery!

 

National Licensing Week – tourism and leisure

Day 2 of National Licensing Week, and with today’s focus on tourism and leisure, we’re looking at ways to stay compliant with the law so your business doesn’t miss out as we head into the holiday season.

Did you know our Highfield Level 2 Award In Underage Sales Prevention (RQF) is designed to support those working or preparing to work in licensed premises offering age restricted products and services?

And that learners can choose between FIVE different pathways, including:

• Retail
• Licensed hospitality
• Gambling
• Restricted entertainment
• Body modification

For more information, click here 

#NLW2019 #licensing #askhighfield

National Licensing Week – interview with Andrew Constantine, Highfield’s licensing and compliance manager

This week is National Licensing Week, with Monday’s focus on ‘positive partnerships’. So we went behind the scenes to talk to Andrew Constantine, Highfield’s licensing and compliance manager, to find out more on his role in helping those businesses we work.

Hello Andy. Tell us a bit about how you got into the licensing sector?
Originally working within Doncaster Councils Town Centre Management team, I had the opportunity of developing and introducing a new project to the town called Best Bar None.  The Home Office approved scheme is aimed at improving the quality of management of licenced premises through self-improvement instead of enforcement.  This new role sat within the Trading Standards and Licensing team.

How long have you been at Highfield? What had you done previously?
I soon realised that the best way to self-improvement is through training and found that the most cost-effective way to offer this to the licensed trade was for me to build it in to my role.  So, I put myself through the PTLLS course and started to deliver, amongst other things, APLH, first aid and customer service training.  This led to a relationship with Highfield, from which I have never looked back.  When, four and a half years ago, the opportunity came about to work for Highfield, I just had to take it.

Briefly explain your role as a BDM.
As a BDM my role is all about building relationships with businesses and individuals to ensure that they are getting everything they need from Highfield.  Increased income on our part is a by-product of customer satisfaction, which is achieved by our customers being able to deliver the best to their customers.

What are the biggest issues in the licensing trade right now?
Because my remit covers both English and Scottish licensing there is always something new on the horizon.  At the moment the focus is on Scotland, where they are going through the process of both refresher training and the 10-year renewal of personal licenses.  The key points in this are:

  • Applications for renewal of personal licences issued on 1 September 2009 must reach licensing boards by 31 May 2019, or three months before the expiry date.
  • Best practice is to sit the refresher as soon as possible and send the qualification certificate with your application for renewal.
  • Trainers need an SCPLH qualification and up-to-date CPD, which can include refresher training.

What’s the most common question you are asked by businesses/centres?
Our staff are well trained in compliance, what else can we offer? – There are some excellent apprenticeship standards aimed both at licensed hospitality and licensed retail.  These are great ways to ensure you have both well trained and loyal staff members.

What do you think the licensing sector can expect in 2019? Any predictions?
There are two items that the UK Government currently have out for consultation, which could have an impact on licensing:

  • The proposed introduction of Minimum Unit Pricing in Wales
  • The extension of licensing legislation to cover airside at airports

Also, north of the border there is the redevelopment of the SCPLH qualification, which is due to hit at the end of 2019 once the renewal process is complete.

Finally, can you give us any tips for licensed businesses looking to upskill or develop staff?
Any business is only as good as it’s weakest member of staff.  In the case of a licensed premises this means that a mistake could lead to the suspension or revocation of the license.  The best way to avoid this is through training, in particular, the more Personal License holders you have the more staff you have that are trained to a nationally recognised level to protect your business.

The last thing that I would mention is that at Highfield we have a very good Customer Service culture.  This is important in any business but especially in the licensed hospitality sector, so I believe that all staff, from the Licence Holder to the new pot collector, should have some level of Customer Service training.

For more information on Highfield’s licensing offer, go to www.highfieldqualifications.com/qualifications/compliance/licensing, call us on  01302 363277 / 0845 2260350, or email info@highfield.co.uk

Food safety students of the year announced

Highfield Top Student Award 2019Thank you everyone for a fantastic day yesterday at our food safety conference!

It was great to see so many of you there, and we’ll have more updates from the event next week.

But in the meantime, we wanted to announce the winners of our first-ever Top Student Awards 2019, which also took place at the conference yesterday.

And we’re excited that, in the inaugural year of the awards, the standard was so high that for one category we had TWO winners!

The Top Student Awards celebrate the highest achieving learners in two of our most prestigious qualifications, the Highfield Level 4 Award in Managing Food Safety and the Highfield Level 4 Award in HACCP for Management.

The winners were:

Winner of the UK Top Student Award 2019 (Highfield Level 4 Award in Managing Food Safety)

Winner of the UK Top Student Award 2019 (Highfield Level 4 Award in HACCP for Management)

Each top student (by marks achieved in each qualification) received a cheque for £250 and an awards certificate to recognise their remarkable achievement.

And because we value the invaluable role our centres play in developing top-class students and future food sector professionals, the accompanying training providers also received a specially designed Highfield celebratory plaque to display in their premises.

The awards were presented by Highfield Chairman Richard Sprenger on stage at the conference.

We hope you’ll join Highfield in congratulating the winners on their outstanding efforts!