Positive Perspective Case Study

Europ Assistance

ILM Level 3 Certificate in Management for Team Leaders- Europ Assistance

Europ Assistance's is a successful brand, offering quality holiday insurance and breakdown assistance across the world. There was a need to develop the UK and Ireland, which highlighted a need to train Europ Assistance's call centre Team Leaders with best practice management development techniques.

Europ Assistance contacted Positive Perspective, who was asked to design and deliver a series of 10 modules covering all aspects of Leadership and Management with on-line support for 25 team leaders over 3 years. Following an initial briefing, Positive Perspective spent time with both the Call Centre manager, and the team, to fully understand Europ Assistance's aims and objectives, and establish a rapport, prior to designing and facilitating the course.

A course outline and programme were completed within two weeks, and the final objectives were agreed. The course was delivered to all Europ Assistance's Call Centre team leaders in UK and Ireland, and involves interactive sessions, brain storming, and skills practice. At the end of the programme each was presented with a ILM Certificate , a qualification which is totally portable and one which employers value as a kite mark of a professional manager.

Feedback:

"Very good, relaxing and educational environment"
"Tracy was very friendly and very confident, which helped me"
"Tracy is a very positive trainer, and gets you to think of many things without brainwashing you"

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