Building on its reputation for delivering industry leading levels of customer service, Groupama Healthcare has launched a unique initiative for the Private Medical Insurance (PMI) sector – the Groupama Customer Service Academy. The aim of the Academy is to give Groupama Healthcare’s employees the opportunity to develop their skills and widen their opportunities for career progression which in turn will ensure a sustained focus on customer service standards.
The Academy is centred on Groupama's core company values; professionalism, teamwork, challenge and integrity and is open to employees at all levels. Members of the Academy become ambassadors for Groupama and will mentor new recruits to promote the company’s commitment to customer service excellence.
Lisa Hall, Healthcare Customer Services Manager at Groupama Healthcare comments, “The Groupama Customer Service Academy gives our employees an excellent vehicle to hone their skills and to create individual goals in the form of personal development plans. The knowledge that our ambassadors gain can be passed on to new members of the Groupama Healthcare team to support their development, ensuring that our culture of promoting customer service excellence remains at the highest level. This is all about creating the Groupama difference and service is absolutely key to everything we do for our brokers and members.”
The Groupama Customer Service Academy has already proved beneficial to both Groupama Healthcare and its people. 30 employees have achieved Customer Service NVQ level 2, two are training to become NVQ assessors and a further employee has passed a Learning Champions qualification and is currently supporting Team Leaders to develop their knowledge and skills for their teams.
Lisa Hall concludes, “The Groupama Customer Service Academy has been a great success for Groupama Healthcare and we are delighted with the achievements of the people that have enrolled. We are currently developing the brand awareness element of the Academy as well as an apprenticeship programme which we have no doubt will be equally as successful in helping us to set Groupama apart from the competition.”