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Merseytravel is a high-profile public service provider co-ordinating the extensive rail, bus, tunnels and ferry network across Merseyside. Employing around 950 staff, the majority of whom are in customer-facing roles, Merseytravel’s learning and development policy has been driven from the top of the organisation and throughout. Chief Executive Neil Scales signed the Skills Pledge, and five years ago appointed training manager Liz Chandler to oversee a new training project in partnership with trade union learning representatives.
Packaging its plan under the brand name of ‘Merseylearn’, Merseytravel began promoting learning and development to all staff through a series of roadshows, poster campaigns and taster sessions. With three well-equipped learning centres at the Wallasey Tunnel entrance, Seacombe Ferry Terminal and HQ in Hatton Garden, the company can provide learning in a friendly and comfortable setting.
“Merseylearn has been a huge success,” says Stephanie Hague,
deputy learning and development officer. “Our staff are fully embracing
the learning culture. Already we have managed to train 95% of employees
up 
to at least a Level 2. Next, we’ll be pushing for Level 3s all
round,” adds Stephanie.
In five years Merseylearn has contributed to:
• 50% reduction in customer complaints
• reductions in sickness, disciplinaries and grievances
• an increase in promotions within the company.
“It’s amazing – when people see others learning and achieving results, it motives them to do the same.”
Karen
McGee (pictured) joined Merseytravel in October 2005 as a part-time
toll officer at the tunnel entrance. Karen had left school without
formal qualifications but was keen to take up the learning opportunities
offered by her new employer. With the help of Stephanie Hague
(above), Karen enrolled on an NVQ Level 2 Customer Service programme - aiming
to develop her customer service skills and knowledge.
"Enrolling on the programme was really nerve wracking," says Karen. "I hadn't done any learning since leaving school and the thought of returning to the classroom brought butterflies to my stomach.
"However, the sessions were nothing like being at school. The learning environment was relaxed, friendly and most importantly, fun. With the support provided by the tutors in the learning centre and the mutual support of fellow learners, I gained my qualification in September 2006. I was so pleased, I didn't want to stop - I'd got the learning bug! So I sat down with Stephanie and discussed what I could do next." Karen enrolled onto a basic computer course with her colleague, Haley. "We would work through the learndirect course before and after our shifts. To our total amazement we passed the course, which included sending our very first email and exploring the World Wide Web!"
The girls haven't stopped there. They have now completed their NVQ Level 3 in Customer Services and Karen was recently promoted to full-time toll officer.
"The support I've had from Merseylearn has been fantastic. It's been a real confidence booster," says Karen.