On-site Customer Service training helps Bury Bowl to thrive

Manager Claire Gouge and her team are celebrating Bury Bowl’s reopening after a major investment in new bowling machines and a fresh new look.

For Claire, it is the culmination of two years hard work and she is delighted with the outcome. Positive customer ratings and booming demand for food service confirm that customers are also enjoying their experience.

Claire said: “I’m a Bury St Edmunds girl and it’s fantastic to see Bury Bowl continuing to thrive after 30 years in the town.”

Claire and her team have worked with employment and skills specialist Seetec, who provided tailored on-site Customer Service training, while Claire undertook a Team Leading qualification.

The owner of Bury Bowl approached Seetec, who were able to provide the training free of charge thanks to funding through the New Anglia Local Enterprise Partnership (LEP) scheme. Co-financed by the European Social Fund, the programme helps the region’s businesses to grow and succeed.

Dedicated Claire was determined to achieve her qualification: “It was hard going back to studying, but I found it really helpful. I learned how to develop my team, setting them objectives in the workplace, improving team performance and understanding stress and conflict management, meeting customers’ needs and providing quality service.

“It was great that I could do the course in the workplace which fitted in well with my full-time job and my children. Thanks to the help of our Seetec Assessor Suzanne I am flying now.

“A number of my colleagues took the Customer Service training course and we now have a fantastic team spirit. It has helped us to be more responsive to our customers’ and to improve their experience.”

Seetec Assessor Suzanne Bates said: “Claire had been promoted to manager on a probationary basis and she was determined to prove herself. Throughout the duration of her course, I could see her plan coming to fruition. As well as achieving her qualification, Claire has happy, productive staff, and has secured the post permanently.”

Chris Starkie, Chief Executive at New Anglia LEP, said: “It is great to see the difference that leadership training is having on businesses. It’s important that firms can upskill their staff to become more productive, more efficient and to help staff grow and learn. I’d encourage any SME looking to develop their existing workforce to look into training through this initiative.”