Pentagon Group has launched a new training academy headed up by recently appointed Training Manager Chellie Stevenson.
The Pentagon Training Academy will deliver and coordinate training to the group’s 950 team members to ensure “market-leading” customer satisfaction and a “right first time” experience for every customer at every stage in the car buying journey.
The Training Academy is based at Pentagon’s site in Barnsley with training programmes delivered on site, at their dealerships across the Midlands, Yorkshire and the North West and via a newly created online e-learning training system.
Monthly and quarterly one-to-one reviews called ‘Pepp Torques’ – in conjunction with customer feedback via Judge Service - helps the Academy to identify skills gaps and leads to the development of a training plan for each team member.
The Academy will also play a key part in Pentagon’s recruitment process, especially in the recruitment of people for the new Pentagon Apprentice Programme.
Speaking about the new Academy, Chellie Stevenson said: “People are at the heart of this business, so we wanted to introduce an Apprenticeship Programme where we could take young people with potential and turn them into motor trade professionals. This year the Academy will be responsible for recruiting and developing over 25 apprentices aged between 16 and 24, across various disciplines ranging from front of house Customer Service Hosts, Aftersales Consultants and Sales Administrators.”
Each apprentice will be given a structured 12 month development plan that will include a 2-day induction programme that focuses on company values, the importance of customer satisfaction and a wide-ranging introduction to the automotive industry. This will be supported by on-line ‘Pepp Torques’ and monthly training with the goal of developing the managers of the future.
All new employees that join the company will also participate in a new 1-day corporate induction alongside job specific training. The Training Academy will also be launching an Aftersales Development Programme - supported by a nationally recognised qualification – through which all Service Consultants will be educated in delivering “Market-Leading” customer service.
Graham Hall, HR Director at Pentagon Group said: “The establishment of the Pentagon Training Academy underlines my belief that if we want to deliver the best possible experience we need to make sure that we have the best people and the best training programmes in place.”
Chellie Stevenson added: “The training programmes we’ve been developing are designed to keep our customers happy, building more value into their sales and service experience which in turn we hope will keep them coming back time and time again.”