Customer Service Academy launched by Mansfield BID and West Nottinghamshire College

The Customer Service Academy will support local employers and their staff to deliver consistently high-quality customer experiences, while gaining nationally-recognised qualifications.

Open to anyone aged 19 or over, the programme combines professional training with workplace assessment to help businesses build customer loyalty, attract new customers and enhance their reputation.

Employers can take part in mystery shopping activity, receive detailed feedback, and access tailored support for their teams, with opportunities to achieve level one and two qualifications.

The training, worth up to £1,800 per employee, is fully funded through the Government’s adult skills fund.

Provision ranges from a one-week level one customer service skills Award – which includes a one-day training session at a local venue, a mystery shopper visit and practical learning activities – through to a six-month level two diploma featuring monthly activities and on-site visits from a specialist trainer.

Employers consistently identify communication and customer interaction skills as key recruitment priorities.

The programme has been designed to reflect this, helping participants develop confidence, professional language, adaptability, resilience, and the ability to meet customer needs effectively.

Rebekah Thompson, college retail apprenticeship manager, said: “We want Mansfield to be known as a town that delivers exceptional customer experiences.

“By working together with employers and Mansfield BID, we can strengthen our town centre, attract more visitors and give people even more reasons to support local businesses.”

Jay Rowlinson, BID chief executive, said: “It’s a tough time for towns and cities, with businesses working so hard to compete with online shopping.

"This new academy gives local businesses the opportunity to demonstrate how seriously Mansfield takes customer service, showing they are committed to being the best they can be and giving people further reasons to shop local, support the area, and importantly the businesses within it.”

Businesses that achieve the required standards will receive a five-star customer service window sticker to display for 12 months, with the option to retain their rating through an annual mystery shop assessment.

Employers already confident in their customer service can also gain formal recognition by completing a manager checklist and taking part in a mystery shopper exercise, with successful organisations also awarded a rating sticker.

Just4Mortgages, based on Leeming Street, is one of the first businesses to receive a five-star sticker.

Director Kerri Andrews said: “This recognition is fantastic because we’re a small independent business and we rely heavily on recommendations, repeat customers and people sharing positive reviews.

"It’s really important for us to show the level of service we provide, and that’s reflected in the reviews and feedback we receive from our clients.

“We didn’t know the person coming in was a mystery shopper, so we treated them exactly the same as we would any other client coming through the door looking for advice.

The initiative encourages customer feedback through tools such as QR codes linking to review platforms, helping businesses strengthen their online presence and attract new customers.

Businesses seeking more information about the Customer Service Academy can email Rebekah at [email protected] or call her on 01623 900530.