12 talented advisors at Parseq’s Sunderland, Glasgow and Hellaby sites have been selected to take part in a new development programme designed to champion the company’s next generation of leaders. Parseq is launching its ‘Future Leaders’ initiative this week. The scheme offers employees from across its Contact Centre division a chance to earn an Institute of Leadership and Management (ILM) level 3 qualification in team leadership.
The ILM certification provides participants with the skills and knowledge necessary to develop their own leadership style, with an eye to equipping participants for future management positions.
Candidates on the 12-month course – who range in age from their mid-20s to their early 50s – will have to complete a series of classroom modules, e-learning activities, and coaching sessions, alongside structured workplace activities.
Throughout the programme, participants will receive dedicated support from their line managers, as well as from expert external coaches.
Parseq’s Contact Centre division currently invests over 2,000 hours a week in employee learning and development, with staff members at all levels receiving weekly one-to-one mentoring sessions alongside regular performance reviews. Last year, Parseq spent more than £100,000 on development initiatives across its Contact Centre division.
As part of its wider commitment to professional development across a range of demographics, Parseq has partnered with organisations such as the Prince’s Trust and Age UK to provide jobs, education, and training.
Graham Stein, managing director of Parseq’s Contact Centre division, said: “The role of the contact centre agent has become increasingly complex. The industry must now constantly evolve to meet rising consumer expectations and keep up with the latest advances in technology.
“Because of this, it’s essential that we invest in our people so they have the skills they’ll need to face the challenges of the future.
“Our Future Leaders programme will offer some of our most talented advisors the chance to earn a well-respected professional qualification. The scheme will equip them with real-life management experience and the confidence to pursue leadership positions.
“Education is central to Parseq’s commitment to its team, and the Future Leaders initiative is only one strand of our development activity. I look forward to seeing our Future Leaders grow in the months to come.”
In addition to its advanced contact centre services, which process over 70 million interactions annually, Parseq provides a number of complete business processing services, handling over £15bn in electronic payments and digitising over 25 million customer correspondences every year.