More than 40 jobs created by BCTG’s customer service ‘bootcamp’ with Firstsource

A customer service ‘bootcamp’ run by Midlands training experts BCTG has resulted in more than 40 full-time jobs at banking business process specialist Firstsource.

BCTG ran its first ‘bootcamp’ with Firstsource last summer, giving unemployed participants an introduction to the banking sector and a short course on how to deliver excellent customer service.

The session resulted in a work-based experience session, plus guaranteed interviews for full-time roles located at Firstsource’s site in Birmingham city centre.

Steve Burnet, business development lead coordinator at BCTG, explained that more than 70 jobseekers took part in the bootcamp, and that Firstsource offered over 60% of them full-time contracts.

Mr Burnet said: “The project proved to be a big success and has resulted in more than 40 of those who took part landing full-time jobs with Firstsource.

“As the course was open to anyone who was socially inactive and over the age of 19, we were able to attract a rich, diverse selection of candidates.”

One of the jobseekers who attended the bootcamp and then ended up with a full-time job was Morgan Street, of Kings Norton, Birmingham.

Morgan, aged 21, was unemployed and had been unsure about his future career when he attended a BCTG open day looking for possible apprenticeship opportunities.

After a chat with a BCTG advisor, Morgan was introduced to the Firstsource bootcamp and decided to see if his existing skills matched a role in the banking sector.

Mr Burnet said: “Morgan was initially a little phased, given he had no prior working experience, but soon grew in confidence during the programme and headed into his interview in a buoyant mood.

“He gave an excellent interview, using the skills and techniques he had developed with BCTG and impressed Firstsource enough to be offered a role as a customer service agent last August.

“Since then, he has gone from strength to strength, and we understand he has become a key part of the team.”

Morgan himself said: “When I completed the Firstsource bootcamp, I learned a lot of useful skills and gained knowledge that would help me in a position as a customer service advisor.

“During my first eight months as a customer service advisor I have learnt to use my listening skills actively, adapt to each customer’s query to give them the best outcome.

“I have thoroughly enjoyed my time so far at Firstsource and feel my experience there will strongly benefit my future.”

Jo Dunn, business skills curriculum lead at BCTG, added: “All the learners were grateful for the opportunity to explore new avenues and increase their knowledge ready for employment.

“They liked the support that we gave and the opportunity to work as a team, enjoying the interaction within the group and sharing experiences.

“They felt they learnt a lot and were more prepared to enter or re-enter the world of work and that the guaranteed interviews gave them a real advantage.

“They also liked having a structure again, felt that they were doing something worthwhile and had access to roles that would otherwise have been unattainable for those with no banking or customer service experience.”