Customer Service

Unit 1: Understanding the organisation

Session 3: Career pathways within customer service

Introduction
Session 3 - Learning topics
The main career pathways within customer service
Sources of information and advice on career progression
Assisting career progression through learning
Accessing formal learning programmes
Using new customer service situations to aid self-development and career progression.

Career pathways
A career pathway is a route through an organisation or industry, which leads you to
higher-level positions. More skills and responsibilities are required the further along
the pathway you move, but you will also receive greater financial rewards. At the end of
the career pathway lies the position with the greatest responsibility and the greatest
financial rewards.

Climbing the ladder

In order to begin moving along your career pathway in customer service, you need to be
aware of the routes available to you and what skills you need to get there. Below you
can find an example of a possible career pathway. Tap each stage of the diagram below
to learn about the skills and responsibilities needed for each step along the way.
Other pathways
The career pathways shown on this page are examples of progression routes in
customer service. Remember that these are not the only roles and not the only routes
available to you. The customer service industry is large and varied.

Entry-level positions within customer service will usually involve working part-time as
an assistant with no responsibility for other members of staff. It is through a
combination of training, qualifications and experience that you can progress along
the pathway towards more senior, full-time, managerial positions.

See some more examples of possible career pathways.

Bar area manager

Charity store area manager

Head of library services

Case study
Learn more about how Peter, Sandra and Edgar moved along their chosen career
pathways.

Peter
Back to Session

Peter started in an entry level part-time position as a customer service assistant with no
responsibility for other members of staff or projects. With on-the-job training, Peters
confidence and competency increased to the point where he was comfortable taking on
a full-time position. With the experience gained from two years as a full-time customer
service assistant, Peter was made a senior assistant where he was responsible for
training new staff members and provided advice to less experienced members of the
team.

In his spare time Peter studied for a Level 2 qualification in Team Leading. Combined
with his experience of on-the-job training in some of the more formal aspects of team
leading, Peter was more than able to progress to a team leader role. In order to make
the next step on the ladder, Peters employer supported him in his studies towards a
Level 3 qualification in line management which help him progress to a call centre
manager role.
Completing his Level 4 qualification in Management and Leadership gave Peter the
confidence to apply for a managerial role with even greater responsibility. On-the-job
training and experience from his other managerial role meant he was more than
capable to step into the position of area manager.

Sandra

Sandra started in an entry level volunteer position which involved handling customer
transactions and carrying out general housekeeping tasks in a local charity store. When
a volunteer team leader position opened, Sandras experience and knowledge of how
the charity store operated meant she was the ideal candidate for the role.

Sandra studied for her Level 2 qualification in Team Leading and Level 3 in
Management allowing her to take on more formal managerial duties. Eventually she
became manager of the charity store.

Sandra took on more responsibility and studied towards a Level 6 Management

qualification in her spare time to compliment her experience as a store manager. This
eventually led to her being offered a position as area manager.

Edgar
 In his entry level library assistant position, Edgar was responsible for dealing with front
desk enquiries from library patrons and occasionally carried out some administrative
work. With the experience gained from this role he was able to apply for certification
from the Chartered Institute of Library and Information Professionals (CILIP) and
became a fully recognised librarian.

With five years experience as a librarian, Edgar was able to put together a portfolio of
evidence which he submitted to CILIP and became a chartered librarian. As a senior
chartered librarian he was able to take on more responsibility and could begin thinking
about applying for more senior positions.

In an effort to get more formal managerial training, Edgar studied for a Level 6 in
Management in his spare time after he was made Assistant Head of Library Services. By
combining this formal training with his years of experience Edgar was eventually made
Head of Library Services.

In summary
Education, training and experience are all essential to ensuring progression to the next
stage of your career. Experience will come with time spent working within the industry,
but you need to ensure you have the training and qualifications to achieve your career
aims.

Key point
For your Assessment you must be able to describe the main pathways available within a
customer service role (3.1). You need to be able to provide a detailed description of at
least two different career pathways that may be available within a customer service;
simple flowcharts or bullet points will not be sufficient. Use the information on this page
as a starting point and begin thinking now about your own career pathway or that of a
colleague or friend in a customer service role.

Sources of information
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If you are new to customer service, or if you want to find out more about the industry
that you are working in, there are many sources of information available from within
the organisation and from external institutions and publications.
Knowledge is power so try identifying sources of information and advice available
on the customer service industry, occupations and career progression to aid your
advancement along the career pathway.

Internal sources of information

Your organisation should have several internal sources of information that can help you
understand the roles available and opportunities to move along the career
pathway. Tap the icons below to discover more.

Organisation handbook
The organisation handbook will explain the goals and purposes of the organisation
and its approach to customer service. It should also provide information about
opportunities for progression within the organisation and it may outline the roles
available and the responsibilities specific to each role.

Learning and development experts

Your organisation may have a learning and development team that can provide you
with the information you need. If there is no such team, this role may be part of the
job of the human resources department or a line manager. Ask these people for
information regarding career progression and the opportunities for promotion within
the organisation.

Line managers
Approach your line manager with any questions you may have concerning your own
personal development and career progression. You could ask them about upcoming
promotion opportunities or any training you may need to undertake.
Organisation's intranet
Information about training and development policies, organisational customer service
objectives and forthcoming job vacancies may be available on the organisation's
intranet.
External sources of information
Your organisation should have several internal sources of information that can help you
understand the roles available and opportunities to move along the career
pathway. Tap the icons below to discover more.

Institute of Customer Service (ICS)

The ICS describes itself as "the first port of call for every aspect of customer
service". It has a breadth of information about the customer service industry and also
offers qualifications designed to ensure employees are suitably trained and qualified
for their customer service role. The website contains useful information on the
industry and occupations, and their qualifications could aid career progression.
Websites
Websites dedicated to customer service subjects can be great sources of
information. For example, Customer Service Excellence provides information on
standards set for the industry by the government. Another good website, with a
whole section on the importance of customer service, iswww.businessballs.com.
National Careers Service
The National Careers Service has a website with a section dedicated to profiling jobs
within the Retail sales and customer service sectors. This website is a rich source of
information and impartial advice about different occupations and opportunities for
progression in this industry. The service also provides a careers advice line which
enables you to speak to careers advisers about issues relating to jobs, training and
employment.
Public libraries
Public libraries have many useful books on customer service that should answer
some of your questions. There may also be a dedicated librarian to talk to who may
be able to point you in the right direction. Many libraries run workshops and short
courses on employment skills and their staff are highly trained, so they are good
ports of call. Also, local libraries are generally a free service, so you avoid paying
high prices for expensive, specialist books!

Local college
Your local college or provider of further education will most likely have information
regarding the customer service industry. If you are eligible, you could use any
resources they have available in their careers service or take a look to see if there
are any relevant courses on offer.
 Key point
For your Assessment you must be able to identify sources of information and advice
available on the customer service industry, occupations and career progression (3.2). In
your answer you must provide at least one source of information relating to each of the
areas outlined above. Some of the online resources covered on this page are a great
source of information but dont forget you can use sources from inside your own
organisation as well.

Learning at work
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How can you progress along your career pathway? If you are in an entry-level job, it is
likely that you will need to undertake training or attain a qualification to progress. Even
those in higher-level positions further along the career pathway will need to
supplement their experience with learning to ensure continued career progression.

Consider the opportunities for learning in your organisation. What methods of learning
do they provide that can assist your career progression? Read through the information
below to learn about the different methods of learning that may be available to you.

Training days
 Training days are often organised by the learning and development team, who aim to
continuously improve organisational performance. They may plan training days and
arrange courses to improve individual and organisational productivity. If your
organisation does not have a learning and development team, the HR department or
your line manager will take on this responsibility.

Some larger organisations offer training schemes covering areas of management and
customer services. The Institute of Customer Service(ICS) accredits in-house training
schemes of some organisations, meaning that successful completion can lead to
membership of the ICS.
Your employer may also send you on short courses and seminars provided by
organisations such as ICS and theCustomer Service Network (CSN).

Feedback
Feedback is a potential source of high-quality, quickly delivered information on
performance, which provides a basis for acknowledging good practice and learning to
improve and develop.

Feedback can be gained from formalsystems, such as appraisals and 360-degree

feedback (where you receive feedback from 'all around you' from peers, managers and
others in the customer service chain), or informalsystems, such as a quick chat with
your team leader about how you dealt with a customer's problem.

In customer service roles, feedback can also be attained directly from those you work to
please the customers. Customer feedback, in the form of compliments and complaints,
is a vital means of knowing how you are doing and how to improve and develop your
performance.

Feedback can be formal or informal.

Customer feedback is a good indicator of how you are performing.
 Appraisals and performance reviews
Performance reviews provide a formal, recorded, regular review of an individual's
performance and help plan for future development.

They generally review each individual's performance against objectives and standards,
usually set at the previous appraisal meeting.

Appraisals and reviews can highlight what you should aim for and what you can do to
progress along the career pathway towards this goal.

Appraisals are essential for career planning and career progression.

Appraisals and performance reviews are great ways of receiving feedback and learning
from your successes and mistakes!

Industry-related qualifications
Your organisation may be able to help you access customer service qualifications.
Examples of such qualifications include an NVQ at Levels 1, 2 and 3 in Customer Service,
for which you may be given day release to study at a local college, or an e-learning based
qualification (such as the one you are currently studying).

If your employer is a member of the Institute of Customer Service (ICS), you may be able
to work towards ICS Professional Qualifications in Communications, Solutions and
Innovations. You can work towards ICS qualifications whilst employed, by completing a
learning log evidencing your skills and experience. You will also have to pass an
assessment carried out by an ICS-accredited assessor.

Industry-related qualifications include NVQs and e-learning qualifications.

Professional institutes offer customer service qualifications.

Higher-level qualifications
If you're further along the career pathway, your employer can help you access higher-
level customer service qualifications, such as the NVQ Level 4 in Customer Service, or
general management qualifications, such as the Level 7 Qualification in Executive
Management provided by the Institute of Leadership and Management (ILM). These
higher-level qualifications can really help someone at the end of the career pathway
boost their progression through learning!
 On-the-job learning
Day-to-day experience of dealing with customers should help you learn a vast amount
about the customer service industry. You could have all of the qualifications in the
world relating to customer service, but if you had not applied this knowledge in a
working environment you could never progress along the career path.

On-the-job learning may include an apprenticeship. Apprenticeships are work-based

training programmes that fit the needs of employers and provide work-based skills to
those who undertake them.

A customer service apprenticeship can be applied to many different roles and sectors,
and is available at two levels: Intermediate (aimed at trainees and assistants), and
advanced (aimed at managers and team leaders).

You can also use your own initiative to broaden your knowledge of the customer service
sector.
Examples include researching the industry on your lunch hour, investing in a book that
can advance your learning, or continually self-assessing your performance.
Organisations may be entitled to training funding from the National Apprenticeship
Service, when they take on an apprentice. Why not ask your employer for details, if you're
interested?

Time to think
Where can you go to in your organisation for advice and guidance on training
opportunities and learning? Ask your line manager for guidance, take a moment to
compose your thoughts, then type them up here.
 Key point
For question 4 in section 3 of your Assessment you need to be able to identify methods
of learning available in the organisation to assist in career progression (3.3). Using an
organisation that you are familiar with, you might want to begin researching some of
the organisational procedures around formal learning and training available using this
page to help you.

Formal learning programmes

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Formal learning programmes available within or through your organisation may

include industry-related qualifications or structured training schemes and courses.
You may wish to access some of these courses and qualifications to prepare yourself for
a higher-level role within customer service and progress along your career pathway.

How can you access formal learning programmes available within or through your
organisation? And if your application to access such learning programmes is refused,
what can you do to challenge this refusal?

Think carefully before making an application for a programme about what you want to
train towards or study: How it will aid your career progression? How much time do you
have available to train or study? Are there are any deadlines your application needs to
meet?

Now read on to find out more.

Applying for formal learning programmes
Follow organisation procedures
If your organisation has a procedure in place for requesting access to qualifications and
training, follow this procedure to make your request. Such standardised procedures or
systems set up within the organisation will probably be outlined in the organisation
handbook.

Ask HR
If you are unaware of any such procedures and nothing is outlined in the organisation
handbook, ask the HR department or manager for further information. If there is no
procedure for accessing formal learning programmes, then you could talk to
someone who has completed a training scheme or qualification through the
organisation in the past for their advice.

Talk to your line manager

If you are unsure of the organisation's procedure and you can't find any information
about accessing formal learning programmes, the easiest thing to do may be to have a
quick chat with your line manager about the options available to you.

It is likely that they will have some idea of procedures that they or others have followed
in the past and should be able to point you in the right direction towards requesting
formal learning correctly.
 Request time to train
If you work for an organisation with 250 employees or more, you have
the statutory (legal) right to request 'time to train'. You can request training that leads
to a qualification or training that helps you develop skills relevant to your job,
workplace or business. Full details regarding how to request 'time to train' are available
on the Directgov website.

Exercising your right to request 'time to train' may be a good idea if your organisation
has no procedures in place for accessing formal learning programmes and no one is
able to advise you. However, if your organisation has its own procedures in place, it may
be best to follow these!

Making a request
To make a request for 'time to train' you must be an employee and have worked for
your employer continuously for at least 26 weeks before you apply. Agency workers,
members of the armed forces, people of compulsory school age, young people with the
right to paid time off for study and those aged 16-18 already expected to take part in
education or training, currently do not have the right to request 'time to train'.

How to make a request

You can make an application for 'time to train' by submitting it in writing (on paper or
electronically). Your employer may have their own form you can use for this
application. Your application must include the following details:

Date application submitted

That it is a request under 'Section 63D of the Employment Rights Act 1996'
Where and when the study or training would take place
Who would provide or supervise the study or training
The name of the qualification the training would lead to
An explanation of how this training would make you more effective at work and improve
performance
 Whether you have made a previous request and, if so, the date the request was made
and whether it was emailed or posted to your employer.

Challenging a refusal
If your application for access to a formal learning programme is refused by your
employer, you need to know how to challenge this refusal. Your organisation may have
certain procedures already in place for such circumstances.

If you have made a request for 'time to train' and it has been refused, you have the right
to appeal this decision, but you must do so within 14 days. There are no restrictions on
the grounds on which you make your appeal, but it must be:

in writing
dated
include why you are appealing your employer's decision.
For further information and a template letter for appealing your employer's decision,
see the Directgov website.

https://www.gov.uk/training-study-work-your-rights

Case study
Tap to move to Page 5a to see an example of how someone might appeal a refusal.

Case study
Back to Session
Francesca works as an accounts manager for a large PR and marketing firm. She has
requested permission to undertake an introductory copywriting course so that she can
more efficiently deal with her clients queries relating to the marketing briefs that they
submit. Her request has been refused by management so Francesca has appealed. Below
you can find a copy of her appeal, tap to learn more.

Dear Jackie

Staff or payroll number: 532

Job title: Accounts manager

Time to train request date: 12/07/2014

Date we discussed the request: 13/07/2014

I hereby notify you that I would like to appeal against your decision to refuse my time to
train request. I am appealing on the grounds that my colleague Sarah has undertaken
the same copywriting training course and it has helped her manage her clients
expectations better, as she has a better understanding of the processes involved in
copywriting. In turn, this has helped to boost her client retention record and she has
secured 100,000 worth of extra business since going on this course.

I would like the opportunity to do the same and show the team that I can bring in new
contracts as well as provide excellent customer service. If I can secure the same figure, if
not more, then the accounts department will achieve the quarter year target without
having to recruit anyone new.

The course is a distance learning one and will be studied outside of working hours. It is
currently half-price so I am prepared to fund it myself. When it was undertaken by
Sarah it was full price at 300.

I look forward to discussing the appeal within 14 days.

Yours sincerely

Francesca
Name: Francesca Cole
Date: 20/07/2014

Key point
For your Assessment you must be able to identify the procedure for accessing formal
learning programmes and the procedure for challenging a refusal if available (3.4). It
might help to familiarise yourself with the procedure in your organisation now or,
alternatively, go over the information on this page and Francescas appeal on Page 5a.

New situations and self-development

In any industry, experience is key to self-development and career progression. New
customer service situations are hugely beneficial to someone looking to progress
towards managerial roles. Each new situation requires you to respond differently and,
as you come across a larger variety of customer service situations, you will gain vast
experience and a broad knowledge of working in such an environment.

Studying and attaining qualifications in customer service can only take you so far.
Learning on-the-job by dealing with new situations is an essential aspect of developing
your skills and advancing your career. Tap the icons below to see the exact reasons why.
You understand the customer
New customer service situations are great opportunities to meet a variety of
customers in a variety of circumstances. Every customer will be unique in how they
communicate and respond to each situation. Having a broad experience of dealing
with customers means that you can learn to empathise with the
customer, understand their needs, grievances and concerns, and learn how to
handle different situations effectively.

Remember, customers can be both internal and external.

You can problem-solve

Experiencing new situations and learning to negotiate difficult circumstances to
reach an acceptable solution for the organisation and customer means that in the
future you will have a firmer idea of what solution will solve what problem.

Knowing the industry inside-out and relating new problems to those you have
overcome in the past will leave you prepared for any customer service problem.

You apply skills and knowledge practically

All of that knowledge gained through studying and training is useless unless you
know how to apply it to real-life situations. The practical application of all that you
have learned will strengthen your knowledge of the industry.

Dealing with new customer service situations is the only way to apply this knowledge
and further your self-development and career progression.

You learn about the organisation

Experiencing new situations where you will need to attain different outcomes means
that you will inevitably learn more about the organisation you are working for.
Dealing with an unusual situation could mean that you learn about an unusual and
little-known aspect of organisation policy.

The greater the breadth of your experience, the more of an expert you will be!

You manage others

Learning to manage others is essential to career progression. High-level careers in
customer service require strong people management skills to deal with staff and
customers! Such skills cannot always be learned in the classroom this is where
real-life experience of new and varied customer service situations will prove
invaluable!
 Time to think
Can you think of a situation where you have taken on board what you learned from it?
(For example, dealing with a difficult customer for the first time). How did it aid your
own self-development?

Forum
Use the group forum to discuss how a customer service role might help you develop
personally. Why are you interested in customer service? How could a role in customer
service teach you valuable lessons or life skills? Compare your ideas and experiences
with other learners on your course.

Key point
For your Assessment you must be able to explain how new customer service situations
can aid self-development and career progression (3.5). Thinking about instances in your
wider life where youve learned from an experience, and what you learned from it, will
help you when it comes to this question in your Assessment.

In summary
In this Session you have learned about the different career pathways within
customer service. You should now be able to:

Describe the main career pathways available within a customer service role
Identify sources of information and advice available on the customer service industry,
occupations and career progression
Identify methods of learning available in the organisation to assist in career progression
Identify the procedures for accessing formal learning programmes and the procedure for
challenging refusal if available
Explain how new customer service situations can aid self-development and career
progression.
Career pathways within customer service
Back to Session
Take a look at the following learning points to see a summary of what youve covered in
this Session:

Sources of information
Internal sources of information
- Organisation handbook
- Learning and development experts
- Line managers
- Organisations intranet
 External sources of information
- Institute of Customer Service (ICS)
- Websites
- National Careers Service
- Public libraries
- Local college
Learning at work
Training days
- In-house training schemes
- Short courses and seminars
Feedback
- Formal or informal
- Customer feedback
Appraisals and performance reviews
Career planning and progression
Qualifications
- Industry-related qualifications
- Higher-level qualifications
On-the-job training
- Day-to-day experience
- Apprenticeships

Formal learning
Applying for formal learning
- Follow organisation procedures
- Ask HR
- Talk to your line manager
- Request time to train
Making a request
- How to make a request
- Challenging a refusal

New situations and self-development

Learning on-the-job
- Manage others
- Can problem-solve
- Understand the customer
- Apply skills and knowledge practically
- Learn about the organisation

Quick quiz
Back to Session
It's time to put that learning into practice!
Question 1
Which of the following is the most accurate description of a career pathway?

A route through an organisation or industry leading to higher level positions

A route through an organisation or industry leading to higher wages

A route through an organisation leading to greater responsibilities

Correct. Well done!

Question 2
Organisations have several internal sources of information that can help you to
understand the roles available to you. Which of the following is not a source of internal
information?

The organisational handbook

Learning and development experts

Line managers

The National Careers Service

Correct. Well done!

Question 3
Which two of the following are the expected results of an appraisal?

A. Future development plans

B. Reprimand or dismissal
C. Clearly highlighted successes and mistakes

A and B

A and C

B and C
Correct. Well done!

Question 4
Many employees want to access formal learning programmes in order to aid career
progression. What is the first step that should be taken when trying to access formal
learning programmes?

Talk to your line manager

Request time to train

Consider organisation procedures relating to formal learning programmes

Correct. Well done!

Question 5
Select the most appropriate option to complete the following sentence:

New customer service situations are great opportunities because they

_____________________.

Allow you to deal with a wide variety of people

Help you to learn to empathise with the customer

Help you to respond to future situations more efficiently