Response 1011618
Response to request for information
Reference
1011618
Response date
2 February 2023
Request
Please can you confirm what training is offered whether mandatory or optional, to your frontline contact centre / call centre staff who are answering calls / responding to emails.
Response
Thank you for your freedom of information request received on 30 January, please see our response below.
In addition to the in house training provided for new customer service advisors on the council, systems and service areas, below is a list of the mandatory e-learning all staff must complete.
- Information Management (Managing Information, Freedom of Information, Information Classification, Cyber crime, phishing, smishing and vishing
- PCI-DSS card holder data security
- GDPR
- Safeguarding
- Fire awareness
- Data Protection
- Hate Crime
- Equality Act
- Disability and Discrimination
- Display Screen Equipment
- Manual handling awareness
- Personal Safety / conflict management training
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