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The Customer Service Academy

What is the Customer Service Academy?

The Customer Service Academy is a partnership between Vision West Nottinghamshire College and Mansfield Forward BID designed to help businesses improve customer experience, strengthen staff skills and support a thriving local economy.

The programme helps businesses deliver consistent, high-quality customer service while gaining recognised accreditation and public recognition for their standards.

The academy supports customer-facing businesses across the Mansfield area and aims to create a more welcoming and successful town centre.

What are the benefits of joining the Customer Service Academy?

Businesses and learners taking part in the academy can benefit from:

  • Gain recognition for excellent customer service

    Businesses that successfully complete the programme can receive a 5-star customer service window sticker to display for the year, showing customers their commitment to excellent service standards.

  • Invest in staff development

    The academy provides:

    • Professional customer service training
    • Nationally recognised qualifications
    • Skills development for customer-facing teams

    This can help improve:

    • Staff confidence
    • Retention and motivation
    • Customer satisfaction
    • Service consistency

  • Promote your business

    Successful businesses may also be promoted through:

    • Social media
    • Local marketing campaigns
    • Community promotion channels

  • Maintain your 5-star customer service status

    After the first year, businesses can retain their rating through a follow-up mystery shop assessment that confirms standards remain high.

  • Encourage more positive customer reviews

    The academy can also support businesses with QR codes linked directly to review platforms such as Tripadvisor, making it easier for customers to leave feedback and improve online visibility.

Who can join the Customer Service Academy?

The academy is open to:

  • Adults aged 19+
  • Residents living in the Mansfield area
  • People working in customer-facing roles

It is suitable for a wide range of industries and professions, including:

  • Retail staff
  • Receptionists
  • Taxi drivers
  • Bus drivers
  • Hospitality staff
  • Front-of-house teams
  • Customer service advisers

The course is delivered part-time, making it suitable for people already working.

When does the Customer Service Academy start?

The Customer Service Academy at Vision West Nottinghamshire College operates as a rolling programme, which means learners can join throughout the year rather than waiting for a fixed start date.

This flexible approach allows businesses and individuals to access training when it best suits their work schedules or busy trading periods.

How is the Customer Service Academy delivered?

The Customer Service Academy is delivered through a combination of:

  • Classroom-based learning
  • Practical workplace activities
  • One-to-one coaching and support

The programme includes six one-day classes focused on delivering excellent customer service within a business environment.

What happens during the first stage of the programme?

The first stage of the academy includes:

  • A full-day introduction session
  • Completion of a learning pack over a two-week period

This stage helps learners:

  • Understand customer expectations
  • Reflect on customer experiences
  • Review service standards from a customer perspective
  • Prepare for the qualification and workplace activities.

What happens after the introduction stage?

Following the introduction, learners can choose from a menu of customer service classes based on their role or business needs.

To support ongoing development:

  • Monthly one-to-one sessions take place either remotely or at the employer’s workplace
  • Coaching and guidance are provided while learners build their Level 2 portfolio

This flexible structure allows businesses to tailor training around operational needs while improving customer service standards.

When do classes take place?

Classes run on various days depending on the subject or workshop being delivered.

This flexible timetable helps businesses and employees attend training around work commitments and trading hours.

Where is the Customer Service Academy delivered?

Classes are delivered at the Mansfield Civic Centre.

The venue includes:

  • Free parking for delegates
  • An on-site café
  • Accessible town centre location

Can businesses apply for customer service recognition only?

Yes.

Businesses that already believe they deliver excellent customer service can apply directly for formal recognition and a 5-star rating sticker.

To achieve this, businesses will:

  • Complete a simple manager checklist
  • Take part in a mystery shop assessment

This process helps verify that customer service standards consistently meet academy expectations.

How much does the Customer Service Academy cost?

  • Free to most adults aged 19+ living in the Mansfield area, subject to eligibility
  • Otherwise the course fee is £1,800*

*Payment plans are available. You can pay 25% at enrolment with the remaining balance paid via instalments by Direct Debit.

Please contact the college’s finance department for further details on 0808 100 3626.

Why study customer service skills?

Strong customer service skills are increasingly important across many industries.

Employers value staff who can:

  • Communicate professionally
  • Build customer loyalty
  • Handle difficult situations confidently
  • Represent businesses positively
  • Support business growth and reputation.

Customer service training can support career development in sectors including:

  • Retail
  • Hospitality
  • Transport
  • Business administration
  • Tourism
  • Public services.

How do find out more?

For more information about the Customer Service Academy, contact:

Rebekah Thompson

  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Telephone: 01623 900530

Disclaimer

Whilst every effort is made to ensure the information on the website is correct, some details may be subject to change. West Nottinghamshire College reserves the right to make amendments to the courses, dates, fees or other details, and to make cancellations or changes if numbers are insufficient. In the unfortunate situation that we have to cancel a course we will refund your fees in full, but we regret we are not able to offer any refund if you withdraw from your course or fail to start, and you will be liable to pay any outstanding fees that may be due.

Why choose us?

Excellent student support services

We’ve got a great student support network offering advice and guidance on careers and future employment, finance, health and welfare, additional learning support and much more.

Getting here couldn’t be easier!

Whether you travel by bus, train or on foot there are many different transport options available. You can also unleash your freedom with the West Notts College Travel Scheme which provides a flexible and great value bus travel service.

Campuses across Mansfield and Ashfield

We have eight campuses each boasting a number of state-of-the-art facilities.

Strong industry links

We’re always investing in college facilities to make sure you have access to the most up-to-date, industry-standard equipment. Our strong links with employers means you can secure work placements as part of your wider learning – providing you with vital industry experience and employability skills, getting you ready for the world of work.

Tutors who really know their industry

Most have worked in the industry they're teaching, so you'll learn the skills employers are looking for. They'll support and encourage you to achieve the best results possible.

LGBTQ+ celebration

We proudly celebrate LGBTQ+ diversity, including Pride. Our college is a supportive community that welcomes and embraces individuals of all sexual orientations and gender identities.

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