Over 300 Z service station staff have now achieved the brand new New Zealand Certificate in Retail Level 3, with a further 700 working towards it to date.
As a Kiwi business, a big focus for Z is to help its people grow through providing a pathway for education and training that is recognised outside of Z.
In 2013 Z developed a nationally recognised certificate in collaboration with ServiceIQ that was linked to the national Certificate in Retail Level 2. The level of uptake from Z’s site teams was so great that at the end of last year Z once again teamed up with ServiceIQ to introduce a Level 3 NZ Certificate in Retail.
Mark Forsyth, Z’s GM for retail, said that the response of staff to opt-in to the course and then take it to the next level as they continue on their developmental pathway has been staggering and applications have poured in.
“By the end of the year over 2,000 Z staff members will have graduated at Level 2 and over a 1,000 will have progressed on the pathway to attaining Level 3,” pointed out Forsyth.
“For many of our staff this is the first time delving into a formal qualification. We’re really excited to be able to help recognise the skills that they have with a formal qualification, and it’s great to see them so keen to continue.”
Forsyth added that Z wants to be famous for customer service and it recognises that the only it is going to get there is by having fulfilled, engaged and committed staff.
“At Z we think our people are our most important resource, and we want to help them grow. The NZQA recognised Certificate in Retail is a great step forward in helping our site teams pursue a pathway for personal and professional development.”
Rosemary Tata, site manager at Z Trentham, and Chris Batisan, site manager at Z Petone, both agree.
“I’ve worked in retail my entire career of 30 odd years, and this is the first company that has offered training qualifications for free,” said Tata.
“This qualification gives you the wisdom to help identify what the customer needs, what staff should do, and how to provide the best service that customers are entitled to,” said Batisan.
Dean Minchington, CEO of industry training organisation ServiceIQ, said that Z was the first organisation to have graduates achieve the new NZ Certificate in Retail Level 3.
“Business success depends on its people. The Z employees who have gained this just launched New Zealand Certificate in Retail Level 3 will be making a very real contribution to the customer service excellence Z is striving for,” said Minchington.
Given the response to the introduction of these qualifications from Z site staff members, Forsyth highly recommends similar relevant programs to other New Zealand businesses.
“This has worked really well for our people and, as a result, for our business,” explained Forsyth.
“Investment in education and training is only ever a good thing.”
Both Tata and Batisan are keen to keep building on their education and qualifications, and are looking forward to the introduction of a Level 4 NZ Certificate in Retail.
