The seventh cohort of Nexus employees has successfully completed their Level 1 ETCAL Award and Level 2 NCFE Customer Service qualification through our collaboration with Nexus, marking another milestone in our growing partnership to upskill teams across the organisation.
Over the ten‑week programme, learners developed practical skills and confidence to deliver exceptional customer support in a fast‑paced, real‑world environment.
In addition to strengthening core customer service capabilities, the programme encouraged cross‑team collaboration, bringing together employees from across Nexus to share experiences, ideas, and best practice.
Michael, Customer Service Advisor at Nexus, said “Working with Gateshead College on this course has been really helpful as I look to develop my career further within Nexus. A lot of my colleagues have completed this course and many of them have gone on to build great careers at Nexus and in other companies across the rail industry. So I’m looking forward to the new opportunities available to me.”
Leadership at Nexus has been instrumental in championing this partnership, recognising the value of ongoing professional development in maintaining high customer service standards across the network.
Louise Wharrier, one of our trainers, added “It has been a joy working with another cohort of Nexus Customer Service staff. We have adapted the delivery to meet their needs and now include Digital Awareness. I have worked closely with Nexus over the past two years and built strong relationships with the management team. We are also exploring additional courses to support them and hope to continue this positive relationship with the next cohort.”
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