Induction for:
Start Date:
Manager:
Supervisors:
Trainer: / Inga Smith – 01273 336059

Sharon Steedman – 01424 724553

Caroline Tyler – 01273 336081

Emily Sloman – 01273 337209


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Week 1 / Date Completed / Notes
Targets to complete by the end of week 1:
Meet the team, supervisors & manager and go through the Contact Centre presentation
Get to know the building
  • Domestic Arrangements – refreshments, vending machines, lunch room
  • Location of toilets/shower
  • Fire alarm assembly points

Have a rough idea of what each team in ES Highways does and where they are located in the building
Complete the following online training modules:
  • Information Governance
  • General Induction
  • Standards of Behaviour
  • Customer Care Standards
  • Freedom of Information & YouTube video
  • Data Protection & YouTube video

PC/Outlook overview
  • Your email address and contact details
  • Inboxes (Highways, General Enquiries)
  • Update staff profile on the intranet
  • East Sussex website, FAQ’s and computer skills with questionnaire

Email training with Sharon
Complete Learning Log on a daily basis
Have end of week 1 review meeting with Emily


1

Week 2 / Date Completed / Notes
Targets to complete by the end of week 2:
Learn the different systems and programmes we use with different members of the team
  • CRM
  • PEM
  • Terrier maps
  • Cisco
  • Mayrise
  • Elgin
  • Faredeal
  • Sharepoint
  • Fault Reports
  • Complaints process

Complete the following online training modules:
  • Equality and Diversity
  • Health and Safety (1-7)

Listen to phone calls with members of the team
Do test Fault Reports, emails and phone calls
Have second tour of the building with more of a knowledge of what each department does
Emily to go through flowcharts and factsheets
Complete Learning Log on a daily basis
Have end of week 2 review meeting with Emily
Week 3 / Date Completed / Notes
Targets to complete by the end of week 3:
Log fault reports
Start taking phone calls
Answer emails
Learn the post
Go out with a steward
Have end of week 3 review meeting with Emily

You will continue to have the support from your trainer/supervisor and team manager on a day to day basis.

After you have been at the contact centre for 8 weeks you will have a 1:1 meeting with your supervisor where Emily will pass over information from the weekly review meetings. It is expected that after 8 weeks you will be able to undertake any duties within the Contact Centre.

Online Training / Date Completed
General Induction
Information Governance
Freedom of Information
online training & YouTube video
Data Protection
online training & YouTube video
Standards of Behaviour
Customer Care Standards
Health and Safety
Equality and Diversity
Performance Improvement
System/Task: / Needs further training / Competent / Fully trained / Comments:
CRM
PEM
TERRIER
CICSO AGENT
MAYRISE
ELGIN
FAREDEAL
SHAREPOINT
LOGGING EMAILS
FAQ’S DOCUMENT
HIGHWAYS
ROW/COUNTRYSIDE MANAGEMENT
BUS
WASTE
I KNOW WHERE TO FIND RELEVANT INFORMATION (Schemes folder, Grass cutting schedule, etc)
I KNOW WHAT EACH TEAM IN HIGHWAYS DOES


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