PET-Xi is an expert training organisation chosen to deliver the SSW programme in Coventry and Warwickshire. PET-Xi worked with Esmie's Caribbean Kitchen in Coventry to deliver fully funded vocational training which met the needs of both individual employees and the business. The training delivered aimed to improve employee's skills and productivity and was accredited to: 

• Level 2 in IT Training
• Level 2 in Customer Service 
• Level 2 in Team Leadership

About the Business:

Esmie’s Caribbean Kitchen is a family-run restaurant. The business is inspired by Esmie's family heritage - a love of food and of good times with family and friends back in the Caribbean. Situated in Fargo village in Coventry, the restaurant has grown from it's small beginnings when Esmie sold her original street food from trailer as part of the Digbeth Dining club, who are well known for their street food. 

The Challenge:

Esmie’s has recently undergone a restructure and new brand profile. When PET-Xi met with their consultant, a Training Needs Analysis highlighted a need for improvement of customer service skills for the front of house team. The team had low-level experience and understanding of how to effectively handle customer complaints and get the best out of the customer’s experience. Emsie’s wanted to improve the personal development of the team as a means of boosting productivity, making the business a great fit for the SSW programme.

The Solution:

Five of the business' front of house staff completed a Level 2 in Customer Service qualification. This qualification provides learners with the knowledge and understanding in customer services for learners who deal or intend to deal with customers daily as part of their job role and is applicable to a variety of work environments.

The Result:

Julia works as a waitress at Esmie’s. She enrolled on the programme to improve her customer service skills, completed the 4-day programme with PET-Xi and successfully achieved a Level 2 in Customer Service. Reflecting on her training, Julia said:

"I have progressed and gained better understanding of customer service and developed skills in handling customer problems and working effectively as a team. I now understand the importance of interpersonal skills such as listening skills within the team to improve effectiveness and productivity”

ET-Xi’s Managing Director Fleur Sexton, concluded:

"In the current financial and political climate, employee development training like the Skills Support for the Workforce programme is invaluable in helping businesses to flourish and grow. Skills growth is supporting employees not only to stay in secure employment but also progress, by gaining more responsibility and improving their earning potential. This project is close to my heart. I feel as a business leader that we owe our workforce the chance to develop the skills they need to thrive and progress. As leaders, if we fail in developing our employees, we risk negative outcomes not only for the business but also for wider society, such as increased unemployment and a shrinking economy. Investing in employees brings invaluable skills to a business but also gives staff a sense of belonging and value, leading to improved staff retention and productivity.”