Merseylearn

Merseylearn

So, who are they?

Merseylearn is the learning and development arm of Merseytravel, the Executive body that provides professional, strategic and operational transport advice to the Liverpool City Region Combined Authority. Merseylearn worked with Unionlearn, People1st, Liverpool ONE and VisitLiverpool to close the skills gap identified in the Visitor Economy Strategy and support the Liverpool City Region LEP in autumn 2013.
Working with academyONE, we embarked on an ambitious joint project to train over 3,500 front line staff before the end of July 2014, which led to us being recognised as the first WorldHost City Region in Great Britain. This was an exciting period for the region as the partnership geared up to provide a warm and professional welcome for International Festival for Business 2014 delegates as well as visitors for the Open Golf, River Festival and other summer events.

What did academyONE do?

academyONE supported the retail sector on this journey, using our expert knowledge of retail organisations and working flexibly to meet the needs of operational businesses. This was a great opportunity for businesses to be able to access government funding for training and we wanted to make sure that our sector was able to take advantage of this to up-skill front-line staff by taking part in the Ambassador Workshop as well as the bespoke World of Different Customers course.

So, why was that so good?

WorldHost is the flag-bearer for Customer Service Quality in the UK and is heralded as being a major contributor to the success of the London Olympics. Businesses were able to take advantage of this rare opportunity for their staff to attend WorldHost training, which was fully funded, delivered flexibly and customised to meet the needs of local staff preparing to meet and greet the estimated 3 million visitors to who came to the Liverpool City Region this summer. The training included cultural awareness, equality and diversity, with many tips on how to provide excellent customer service to visitors from all over the world. The training also improved confidence and skills, leading to better levels of customer satisfaction and promoting the Liverpool City Region as a world class destination.

Don’t take our word for it, what did Merseylearn say?

“Working in partnership with academyONE has allowed the project to engage with many businesses and has been a major asset, and we are very proud to be the first City Region in Great Britain to achieve WorldHost destination status. Partnerships are key in supporting learners and businesses, and academyONE has been a really supportive and engaging partner.” – Andy Thornton, Merseylearn Manager and Project Manager for WorldHost