Troy has worked with CCS for a number of years as a Trainer and has decided to become even more closely associated with CCS.

With Troy’s new role, CCS has re-opened its Queensland office.

Tess O’Hagan joined CCS in March 2011 as Office Manager/Training Coordinator to establish our new office in Frenchs Forest. Tess has a strong background in hospitality and event management.  Tess coordinates all training delivery, liasing with clients, trainers and students. Tess has an Advanced Diploma in Event Management.

Tess is based at our Frenchs Forest office.

Helen Campling brings over 20 years of learning and development experience to her work as a Trainer. With an extensive corporate background in L&D, marketing and retail management, and in the call centre and financial services industries, Helen has in-depth practical experience that informs her training delivery. An expert in adult learning principles, motivation and training methodology, Helen believes training is successful only when learning from the classroom is transferred to the workplace to lead to improved behaviour and better results. Helen is based in Sydney.

Carmel Maher has deep experience in the contact centre environment having been a customer service agent, team leader, trainer, and operations manager in existing and new contact centres. Carmel focuses on training and assessment in the customer contact, frontline management and business administration qualifications. Carmel is based in Melbourne.

Our new office address is Suite 2.06, 10 Tilley Lane, Frenchs Forest NSW 2086

Postal address is PO Box 6038, Frenchs Forest NSW 2086

Our new phone number will be (02) 9452 1185

The User Choice program provides public funding paid directly to Pre-qualified Suppliers for the delivery of accredited entry-level training to eligible Apprentices and Trainees.

The AQTF is the national set of standards which assures nationally consistent, high-quality training and assessment services for the clients of Australia’s vocational education and training system.

An AQTF audit reviews evidence of an organisations’ compliance with the requirements of the AQTF Essential Conditions and Standards of Initial/Continuing Registration to confirm that it is achieving quality training and assessment outcomes. The process also identifies opportunities for improvement on these outcomes.

This information is published to assist apprentices, trainees and their employers to make informed decisions regarding their selection of a Pre-qualified Supplier for the delivery of training and assessment services.

Audit Date: 30 August 2010

Qualifications audited

 Audit Outcome

The auditor identified three Minor non-compliances that have subsequently been rectified.

Customer Contact Solutions received a Fully Compliant audit rating.

Details of the Non-Compliances and the Rectifications for each follow.

Non-Compliance 1  

Information not available on day of audit relating to the vocational training and assessment competencies of one of the trainers.

Rectification  

Summary of work experience, copies of qualifications, mapping guide and professional development plan provided to auditor.

Non-Compliance 2 

BSBFIM4501A Manage budgets and financial plans. Assessment tools did not provide the student with opportunity to demonstrate competency in required skills concerning techniques involved in ledgers, financial statements and profit and loss statements

Rectification 

Assessment tools were strengthened to rectify issues identified by the auditor.

Non-Compliance 3  

SIRXMGT001A Coordinate work teams

SIRGLC001A Monitor compliance with legal and legislative requirements affecting business operations

SIRMER004A Manage merchandise and store operations

No assessor’s marking guide was available at audit for units listed above. Assessment tools did not fully address all unit required knowledge.

Rectification 

An assessors’ marking guide and assessment tools have been re-developed to address all unit essentials and rectify gaps identified at audit. 

Explanatory notes:

Non-compliance with the AQTF means that requirements of the have not been met based on the evidence reviewed. Non-compliances are categorised as minor, significant or critical. For the purposes of the User Choice 2010 – 2015 program, only significant and Critical non-compliances need to be published

Minor: No, or minor, adverse impact on learners with no serious breakdown of provision of quality training and assessment.

Significant: Significant adverse impact on learners with insufficient focus on quality training and assessment outcomes.

Critical: Critical adverse impact on learners with widespread or persistent dissatisfaction with services and outcomes.

Garry has extensive experiences in leading and growing professional services businesses in Australia and in the UK and Europe. His experience includes senior management roles at leading consulting firms such as Mercer and DBM. He also has experience as an Asia-Pacific Human Resources Director for a US multinational.

Garry is passionate about building first-class professional services businesses that provide excellent service to clients, challenging and interesting roles for staff, while providing an appropriate return to shareholders.

He is a member of the Australian Institute of Company Directors (AICD) and Institute of Learning Practitioners (ILP). He holds post-graduate qualifications in industrial relations and management development.

CCS has been approved to provide 200 funded Traineeships in 2011 under the NSW Apprenticeship & Traineeship Training Program.

We can provide Traineeships in the following program:

• Customer Contact (Certificate III, IV)
• Retail (Certificate II, III)
• Retail Management (Certificate IV)
• Business (Certificate IV)
• Frontline Management (Certificate IV)

We have also been approved to offer Certificate III, Certificate IV, Diploma and Advanced Diploma programs under the Strategic Skills Program (SSP).

Please contact Garry Adams (garry@ccsol.com.au) or Robert Parker (rob@ccsol.com.au) for more information about how we can support your training needs in 2011 and to discuss eligibility to access funded places.

We have received funding approval for our Certificate IV programs in Business, Business Administration, Customer Contact and Frontline Management.