Vince O'Dwyer, Marston Group's Learning & Development Manager, reflects on the company's training for its enforcement agents
Throughout my 7 years as a trainer, the most common question I have been asked is "what type of person makes the best enforcement agent?" In response, I shrug my shoulders and reply, "I wish I knew". For a successful career in enforcement, employees will have a variety of strengths and experiences to assist them, however there is no specific answer.
I have trained people of all ages and from many different backgrounds, gender, nationality and race. Many have been promoted to team leaders, some have attained the position of manager (local or regional), and one exceptional and experienced individual went on to become a director at Marston Group - and is now my boss!
City & Guilds Accreditation
In addition to their own hard work and commitment, I believe the success of our agents is due to the comprehensive City and Guilds Accredited training, the continuing refresher training and just as important, the support they receive from colleagues 'in the field', managers and office staff throughout their career with Marston Group.
Their initial training provides a solid foundation and the basis for all subsequent learning. The support they receive enables them to build on this training and use all experiences to improve their confidence to perform their duties effectively. Without adequate training and support it is unreasonable for any agency to expect its staff to perform effectively. To be able to represent Marston Group and the sector in a positive and professional manner requires quality personnel, motivated by the desire to do the right thing, in the right way - and first time every time.
Intensive Training
Marston Group's Enforcement Agent Foundation Training course has been developed continually and is still evolving. We continuously reassess our courses and how they meet our service provision. We also identify areas where extra learning is needed and adapt our policies and procedures to incorporate changes in legislation as well as changes in client requirements.
In 2008, our Foundation Training Course received City & Guilds accreditation, making it the first training course in the sector to achieve such a prestigious certification. It is with considerable pride that I can say our training course is recognised and respected (by educational institutions as well as those within the sector) as the most professional, comprehensive and effective course within the sector.
Whilst offering comprehensive training and support is vital, it important to know what it means to a new recruit.
Testimonials from recruits
_"An excellent course, well structured and well delivered, providing all the information necessary to perform the job of an enforcement agent in a lawful and proper manner" _
- Trainee, retired Senior Police Officer
"I didn't realise how much I still had to learn"
- Certificated recruit
"Just the right tone, as good as any course in the civil service"
- Trainee, previously 22 years in the Civil Service
Board knowledge of sector
As a result of our job shadowing opportunity pre recruitment, our pre course reading and learning requirement, our comprehensive training package, the three months (minimum) probation with an experienced mentor, new Marston Group agents will have comprehensive knowledge of the relevant legislation, company policies, procedures, requirements and standards. In that crucial period, agents are monitored, nurtured and encouraged to develop their skills and knowledge so that they can succeed in what is an extremely challenging environment.
Training does not end once agents complete their probation as Marston Group operates a continuous professional development (CPD) system. In the first six months of employment and prior to application for certification, our agents are required to undertake further courses in traffic and council tax recovery, other relevant legislation and conflict management. They also undertake refresher courses on a regular basis or ad hoc if a complaint or a supervisor has identified a training issue.
At Marston Group, our aim is to train and support our agents' to become the most professional, knowledgeable and successful enforcement agents within the sector - and then supply them with high quality and regular writs, warrants and orders. By doing this we believe that we will raise standards for the sector and ensure that Marston Group continues to be the sector leader - and an extremely successful business.
To find out more about a career in enforcement visit:
