Here at Spark, we’re extremely proud of our people and do everything we can to ensure their talent and ambition are able to grow and flourish.
To support this mantra, and give our staff the best opportunities within the organisation, we launched the our very own Academy. The Spark Academy’s core focus is around the in-house training of our expanding customer service team, and acts as a great induction base for our new-starts from across all other areas of the business.
Almost exactly a year ago, the Spark Academy was unveiled for the first time – during an exclusive opening ceremony with First Minister, Nicola Sturgeon. Since then, we’ve delivered an incredible 23,000+ hours of training – upskilling approximately 200 employees!
As one of the fastest growing businesses in the UK and with a commitment to constantly improving customer experience, we’ve recognised the need to grow and nurture well-trained individuals, as well as provide career-long learning opportunities for our existing teams.
We’re really excited to be in a position to help our bright Sparks in reaching their potential and, in some cases, supporting their development along a career path they didn’t think possible at the start of their journey here.
As a shining example, our very own Joanne Grieve (25, from Selkirk) joined Spark in January 2017, as a First Contact Resolution Account Manager. Joanne said she learned an invaluable amount about the energy sector as part of her 5-week long induction training course. During her time in the Academy, Joanne got a chance to absorb and practice almost everything to do with the customer service aspect of Spark, as well as hearing about our business vision and company values.
Joanne joined Spark without any prior energy industry experience, but was able to learn quickly in the Academy’s supportive environment, which she said ‘felt safe and welcoming’. She believes the upbeat and understanding nature of her training representatives really helped keep her focussed – and provided her with great support throughout.
Joanne’s training involved meeting people from right across the business – and learning how the various teams fit together. During the first week, Joanne’s induction group received presentations focussed on providing a deeper understanding of their own role, its purpose and opportunities; before progressing to taking calls in the Academy’s very own call centre. New-starts were given an overview of the different systems they’d use, as well as support with looking after billing and payment queries. There was also someone on-hand to listen to their initial calls and step-in if required; supporting with helpful tips and advice for vulnerable customers and those needing extra help to pay.
Joanne said the training was ‘the best she’d received from any company before’ – especially as it lasted five full and immersive weeks. She enjoyed working with a large group of teammates, which made the overall learning experience far less stressful (being beside people in the same starting position as you)!
To find out more about some of the great initiatives going on here at Spark, visit our website. To check out some of our latest vacancies, if you fancy becoming part of our vibrant and growing team, visit our careers page.