The Listening Academy

We are proud to be the only organisation in our sector with a training and development programme endorsed by the Institute of Customer Service.The Listening Academy was established in 2009 to engender loyalty and maximise productivity amongst frontline staff by giving them the impetus to excel on the calling floor and forge long-lasting relationships with customers.

The programme is comprised of three distinct certificates:

1. Communication and Technical Skills
The first certificate teaches our people how to build rapport with customers by listening and negotiating effectively.

2. Skills for Life
The second centres on personal development and focuses on the tools necessary to succeed in all areas of life (time management, interpersonal skills, wellbeing).

3. Skills for Business
The third is all about understanding our business and the importance of team building, process management and decision making.

The Listening Academy produces highly capable, self determining individuals who have the ability to manage their own development and deliver an exceptional service on behalf of our clients.