First Class Training consists of a small, energetic team of training specialists who know how to get the best out of your staff.
Using a variety of methods including plenty of interaction, fun exercises, group participation, observation, role play and some situational practice, our experienced team deliver courses that offer lasting and meaningful results.
At First Class Training we believe that small is beautiful. This way we can offer the kind of personal service you need and deserve. All of our training staff are highly experienced, hard-working and know what makes people tick.
We take our own continuous professional development seriously making sure we are up to date with new strategies and ideas and of course changes in legislation that will affect our clients.
Aftercare is important to us too – the training does not stop as soon as our delegates leave the room.
We actively encourage delegates and managers to contact us afterwards to ensure their queries are answered and any problems addressed. Maximum benefit is obtained from the customer service training if implementing new ideas and ways of working are supported by colleagues and managers, and we advise on ways to do this.
Meet the Trainers
Julia Dionian
Julia worked for many years in the science and engineering industry in a number of different management roles in Marketing, Sales and Customer Service. The more management experience she gained, the more Julia realised that what really excited her was mentoring and supporting her colleagues to achieve their potential and really excel at what they did, particularly when it came to Customer Care. As a manager, Julia was known as someone who got the best out of people she worked with, and she created happy and high performing teams.
It was this love of the people side of work that led Julia to re-train as a coach and trainer and this, when combined with her passion for Customer Service, inspired her to develop a series of workshops designed to increase skill and awareness of how to achieve exceptional customer care. Since 2002, Julia has been delivering workshops across the UK in a variety of different organisations – and they have proved both popular and extremely effective. The workshops are lively and interactive and have been welcomed by GP surgeries, private and NHS hospitals, as well as by Government organisations such as Train to Gain through which they have been delivered to small businesses. Her attention to detail means that Julia delivers courses that are not only fun learning experiences, but are targeted and apposite. Her natural empathy and dynamic presentation style provide a really exceptional learning and development environment for those at the Customer Service interface of any business.
Julia’s professional qualifications include training in NLP (Neuro-Linguistric Programming), Transactional Analysis and professional coach accreditation approved by the ICF (International Coach Federation).
What others say about Julia:
“Julia has immersed herself entirely in each of the projects on which she has been involved in an attempt to truly understand the nature of our business, the capability of teams being trained and to accurately diagnose the potential opportunities for improvement. Julia is also able to draw upon her extensive customer service training experience and applies real life situations to her training”.
“The training sessions prepared and delivered by Julia are thorough, always enlightening and wholly enjoyable”
Hospital Director, South of England
Annie Mulady
Annie Mulady has worked in sales and service roles for over 25 years and has extensive international experience from retail manufacturing, transport and property sectors. At LEGO, she held the roles of Customer Service Manager for Europe North and Global Customer Relationship Manager. Previously, Annie spent seven years in the automotive contract hire industry, working for Lex Vehicle Leasing, Hertz and Lex Vehicle Partners in both sales and customer service management roles. Latterly, Annie was a senior consultant for a training and research company, during which time she gained further experience in identifying development needs, designing and tailoring those needs to deliver training.
Annie has hands-on front-line and team management experience coupled with a clear and energetic communication style which is an excellent combination for service and leadership skills training and development. Annie’s training style is extremely participative and engaging using activities and exercises to promote learning and skill building. Annie makes sure that she is able to link training activities to the workplace, ensuring that learning is always relevant and aligned to the business and the business priorities.
What others say about Annie:
“Annie Mulady has helped both our companies with excellent courses specifically tailored to our needs. Annie is totally professional and committed to fully understanding the underlying requirements of our demanding business. As a result, attendees were able relate to the highly relevant course content immediately. We have had several courses the results of which have been outstanding and the investment has been repaid many times over.”
Managing Director, Care Homes sector
Chris Marshall
A specialist in employee relations and Employment Law training, Chris Marshall is our HR trainer who possesses an unusual talent for being able to present a potentially boring subject in a totally riveting and understandable way.
As an HR professional with over 30 years’ experience in a number of sectors including insurance, banking, telecommunications and the media, Chris has a practical knowledge and skills of the employee relations issues affecting organisations. Her employment law expertise is further enhanced by the numerous, complex grievance and disciplinary investigations she has carried out in both the private and public sector.
Her employment law workshops, tailored specifically to the medical sector, provide an essential overview of the subject. Equally importantly, she helps her delegates to understand how to minimise the litigation risks.
As well as holding the professional HR qualification (MCIPD), Chris has a BA in Translating and Interpreting and speaks a number of languages.
What others say about Chris:
“Chris was excellent, very knowledgeable and presenting in a style that kept the interest level.”
Jayne Johnson – Recruitment specialist 
With over 25 years’ experience in the recruitment industry, Jayne Johnson knows how to source the right applicants for your jobs quickly and effectively.
Jane is a valuable member of the First Class Training team as her specialisation is recruiting manager, administration, reception and customer service positions.
Jayne is well known for her ability to understand a client’s recruitment needs, whether in the medical sector or elsewhere. This combined with her friendly and professional manner, means your recruitment is in good hands, leaving you to get on with your job.
Jayne adds an extra dimension to the First Class Training service, being able to offer our clients an effective, stress-free recruitment service which includes a unique rebate scheme to ensure extra peace of mind and protects your investment in people. From writing the job advertisement to delivering feedback to candidates after interviews, Jayne takes care of it all for you. All you will have to do is interview the top three candidates Jayne has sourced for your job.
Jayne has 26 years experiene recruiting for organisations from Transport for London to Microsoft UK, providing permanent, temporary and contract staff in office support, administration, finance and marketing roles.
Even if you are not currently planning to recruit, Jayne is happy to meet you so she can build a profile for any future recruitment plans.
What others say about Jayne:
“I used First Class to recruit a medical records clerk position into our busy reception team. Jayne sent four excellent candidate for interview, all of whom adhered closely to our requirements. I felt Jayne had really listened and understood what our practice needed and she dealt with the recruitment process efficiently and within the specified timescale. I will use them for future staffing needs
and would recommend Jayne to other practices”.
Practice Manager, Oxford
Rebecca Russell – Health and Safety Expert 
With over 25 years’ experience, Rebecca is an expert in her field of health and safety consultancy. Whether you need a simple policy statement, advice on risk assessments, basic processes for business improvement, or a fully integrated ISO9000 health and safety management system, she is able to provide a service that is tailored to the needs of your organisation and delivers constructive and practical advice and solutions.
Rebecca is an approved trainer for the Institution of Occupational Safety and Health (IOSH) and British Safety Council (BSC), so you can be assured that you are in expert and highly competent hands.
Health & Safety is not only paramount for your staff and patients but with a legal requirement to be compliant with current legislation, this can be a constant worry and costly too if overlooked or misunderstood. Rebecca can offer you the advice, training and the solutions that you need, leaving you safe in the knowledge that you and your staff understand the necessary policies and procedures and how to implement them.
What others say about Rebecca’s health & safety training courses:
“Interesting, useful and very enjoyable”