A new initiative designed to showcase and strengthen customer service across Mansfield has been launched by West Nottinghamshire College in partnership with Mansfield Forward Business Improvement District (BID).
Independent mortgage consultants Just4Mortgages is one of the first businesses to receive a five-star customer service window sticker following a mystery shopper assessment through the academy.
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 1 and Level 2 qualifications.
The training, worth up to £1,800 per employee, is fully funded through the government’s Adult Skills Fund, which supports adults to gain qualifications leading to sustained employment or career progression, meaning it is free for eligible businesses to access.
Just4Mortgages director Kerri Andrews (second right) receives a five-star customer service sticker and certificate from the college’s retail apprenticeship manager, Rebekah Thompson (second left), Mansfield Forward BID chief executive Jay Rowlinson (first left) and the BID’s outreach manager, Daryl McGreade.
Designed with flexibility in mind, the academy allows employers to engage in a way that suits their business, with training delivered in the workplace to minimise disruption.
Provision ranges from a one-week Level 1 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 2 diploma featuring monthly activities and on-site visits from a specialist trainer who supports development and assesses progress in the workplace.
This practical approach ensures skills are developed and measured in real working environments, enabling employees to apply their learning immediately while giving employers clear, visible progress.
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.
It can also help businesses prepare for busy trading periods, ensuring customer service is at its best when demand is highest.
The academy is being delivered with support from Mansfield Forward BID, a not-for-profit organisation working to increase footfall, promote local businesses, enhance the local environment and support economic growth.
This initiative forms part of its wider efforts to support a vibrant and welcoming town centre.
Rebekah Thompson, retail apprenticeship manager at West Nottinghamshire College, Mansfield Forward BID chief executive Jay Rowlinson (first left), and the BID’s outreach manager, Daryl McGreade, are championing businesses in the town centre.
The college’s retail apprenticeship manager, Rebekah Thompson, said: “We want Mansfield to be known as a town that delivers exceptional customer experiences. The Customer Service Academy has been designed to help businesses build confidence in their teams and develop the skills needed to deliver consistently high-quality service.
“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.”
Chief executive of Mansfield Forward BID, Jay Rowlinson, said: “It’s a tough time for towns and cities, with businesses working so hard to compete with online shopping. This new academy provided by West Nottinghamshire College aims to offer both learning and recognition of high standards in customer care.
“It 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.
Independent mortgage consultants Just4Mortgages, based on Leeming Street, is one of the first businesses to receive a five-star customer service window sticker following a mystery shopper assessment through the academy.
Kerri Andrews said: 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.”
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.
“I think the Customer Service Academy is a great initiative for Mansfield. The town needs a boost, and anything that helps showcase good customer service and encourages people to support local businesses can only be a positive thing.”
Just4Mortgages director Kerri Andrews (right, standing) with staff from the company on Leeming Street.
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