Driving Success at Radio Taxis (Fareham)
It was during an informal bowling game that Radio Taxis (Fareham), a Hampshire based business operating a taxi service within the South Hampshire area, first learned about Train to Gain.
The company is made up of over 90 self employed drivers who operate under the company banner as well as ten full time office support workers. Each year a different driver takes over as Chair of the business, guiding and steering the development of the organisation. Over the last year, Steve Clark, one of the drivers, has taken on the role of business leader and was made aware of the Train to Gain service through meeting one of the Skills Brokers, Emma Clark, during the bowling event.
The Challenge
Although initially unaware of the service provided by Train to Gain, it was clear from his initial informal discussions with Emma that Steve and the business faced many of the common issues affecting small businesses across a variety of industries including
morale, absenteeism as well as varying levels of customer service. He knew that competition in the marketplace was fierce with independents and other operators working in the South Hampshire area. They therefore needed to stay competitive, whilst providing excellent customer service. Steve knew that a well skilled team could facilitate many of the changes they needed as well as helping promote the business through increased service levels and the ‘word of mouth’ recommendations which would subsequently follow. These improvements would be particularly important to the business in light of the economic downturn.
In addition to the ‘core’ skills, Steve was keen to see each driver recognised for the effort and time taken away from the driving business. Train to Gain offered a way of acknowledging achievements whilst maintaining the flexibility of learning on the job, or at times which were convenient for all concerned.
The Solution
Whilst the initial discussions were conducted in a social environment, it became clear that Steve and the business needed a ‘Needs Analysis’, which identified the business’s requirements and skills of those employed to meet them. Commenting on the service, Steve Clark said: “We met with Emma and she made us aware of the training options available to both the drivers and the office based staff. In order to comply with both current and future legislation, we were looking to improve Radio Taxis’ operating performance as well as the levels of driver service to our customers. We required a framework within which we could all improve. The NVQ Level 2 training not only suited our requirements but enabled us to develop a consistently high level of service to our customers. “As most of our team are driving based, Emma highlighted the NVQ in Road Passenger Vehicle Driving. The NVQ is specially designed for those currently working in the community transport, Hackney carriage, private hire and chauffeur industries. The course covers a variety of issues, many identified as being important to the drivers, including transporting children, dealing with emergencies, health and safety at work, customer service and safe driving practices.”
Emma Clark said: “The requirements for Radio Taxis were specific and targeted but with the complication of time – they simply work 24 hours per day, split into various shifts. The NVQ Level 2 qualification in Road Passenger Vehicle Driving ticked a number of boxes as far as specific skills were concerned but needed a provider who could be flexible with delivery. “We identified a specific provider, PDM Training and Consultancy who had experience of delivering thistype of training – both onsite and at times suitable to the various shift patterns operated. Some of the learning was even conducted through information packs provided for the drivers to study whilst waiting for their next passengers!”
The Results
As with most types of training Radio Taxis have seen immediate returns for the business but the team are interested in the longer term benefits to the organisation as well as the individuals. Steve added: “We are really grateful to Emma for suggesting the Train to Gain service. Not only has it helped us maintain our competitive edge but retain and grow our business across the Fareham area – we’re now the biggest. As a direct result of the programme we have expanded our operations by increasing vehicles and drivers as well as seeing a clear improvement in customer service and subsequent feedback. As part of the development of the business, we may look at more corporate contract work in the future and this will no doubt open doors for us.
“I am delighted to say the team have gained confidence, with many undertaking their first courses since leaving school over 30 years ago. Not only are they pleased with the acknowledgement of skills but they have been delighted with the recognition associated with the qualification. Overall morale has risen as a direct result – we’re very proud of our achievements!”
