First Bus has announced that trials of a new driver training programme, which places even greater emphasis on safety and customer service, have been successful and the programme is set to be rolled out across its UK operations.   

First’s ‘Better Journeys for Life Driver Training Programme’ was trialled last year at depots in Bolton, Southampton and Essex and has already been awarded the highly prestigious City and Guilds accreditation, a first for the bus industry in the UK.  The programme has also been endorsed by the Confederation of Passenger Transport (CPT) and will now be rolled out to new First drivers. 

Some of the improvements include: 

• The 20 day course now includes three days of intensive customer service training – a significant increase for First and thought to be the most comprehensive customer service training in the industry. 
• First has put in place a guarantee to ensure a minimum 2:1 driver/trainer ratio at all times.   
• The amount of time a driver spends behind the wheel in training has increased by around 30%. 
• From a safety perspective, new drivers undergo the Smith System Advanced Safe Driving course and better learn how to manage security and conflict issues.   
• Drivers will also perfect their ability to manoeuvre a bus on ‘skill stations’ in the depot before going out on the road.   
• First’s focus on helping customers with disabilities continues.  Drivers undergo specific training to ensure they are aware how to manage wheelchair users and continue to benefit from modules showing drivers how to identify and help customers with sight loss or who may be suffering from dementia.  
• In addition First has invested in its training rooms and is providing its trainers with extra support and coaching as they prepare to roll out the new programme. 

First’s investment in its Better Journeys for Life Training Programme also complements a change of strategy in the recruitment of drivers.  First is placing a greater emphasis on attracting new people with a background and/or passion for customer service that the company can train to drive buses.  An on-line application, featuring an on-line assessment, is designed to ensure candidates with a customer service and safety focus reach the interview stages. 

Managing Director of First Bus, Giles Fearnley, said: 'Our drivers play a vital role in attracting and retaining our customers.   They are our ambassadors and therefore we must ensure they have the right training and the best training. 

'I’m therefore proud and delighted to launch our own bespoke training programme, especially as we’ve secured the much sought after City and Guilds accreditation.  Our programme, which is designed to meet the specific needs of our business, places our driver training at the forefront of the bus industry and lays the foundations for further progress. We recognise that the bus sector must became more customer focused and our new driver programme further underlines our commitment to our Better Journeys for Life customer promise.' 

Linda Guthrie, First’s Head of Driver Training, said: 'The most striking difference to our new driver training programme is the focus on customer service.  It achieves the right balance between the importance of being a good, safe and reliable driver and an outstanding customer service agent. 

'The focus on customer service is at the heart of our training and development agenda.  Our new training programme is a significant and exciting step forward, as is the strategic shift in our recruitment strategy.  We’re no longer simply looking for bus drivers – we’re looking for customer service agents that we can train to drive a bus.' 

First’s new training programme comes ahead of a soon to be published Transport Focus report on driver training across the bus industry.  Jocelyn Pearson, Transport Focus Issues Manager, said: 'We welcome the work First have put into developing this training and look forward to seeing it improve the quality of customer service passengers receive from its bus drivers. Our annual Bus Passenger Survey will show if First’s new training programme has been successful.'