In many ways Scotland’s increasingly service-driven economy is still in transition. We’re a resolute breed and never downbeat for long, which means we are no longer in the despair caused by the collapse of so many of our heavy industries. However, the drivers of Scotland’s future prosperity are still in the settling-in period.
In fact, with the onset of rapidly changing technologies and an ever-shrinking global market, what propels our economy will no doubt go through much shorter cycles.
These technologies, and the relative impatience they have created, have led to heightened expectations in every sector – from retail to public services, to energy, and many more.
A major side-effect is that it would seem every aspect of our lives is now the responsibility of a customer service operator.
But that’s good news. Because this means there is a wide variety of jobs under Customer Service on www.s1jobs.com – the perfect illustration of just how vital this area has become to companies who need to communicate with customers to not only resolve problems but also provide support and advice.
Such a vital sector requires a bedrock of training that can be rolled out across a wide selection of industries and organisations, allowing best practice to be used and to maintain some stability – but also allowing mobility within and from – a workforce that has, in the past, had a reputation for transience.
There is also the question of international competition in the customer service arena, – though Scotland is already taking on this challenge in a WWF wrestling-style headlock by focussing very seriously on its domestic industry.
The announcement, in December 2014, that Skills Development Scotland had set aside £180,000 to subsidise customer service training for Scottish SMEs over two years showed that customer service is high on the government’s business agenda.
Scotland is now well-placed to create opportunities for young people who would in past be populating traditional industries, or for those who have lost current employment, but are far from the end of working lives and can bring transferable skills.
The skills involved in getting a promotion in customer service come from experience, of course, but there are now also training opportunities for those starting out in the customer service industry or looking to move into positions of greater responsibility.
The Modern Apprenticeships in Customer Service and Contact Centre Operations come at Level 2 and Level 3.
Developed by the Sector Skills Council in association with industry expertise to best meet the needs of individual industries, these Modern Apprenticeships are available to employees aged 16 and over who can show their employer that they have the ability and desire to complete the course.
With Level 2 covering trainee level to customer services agent, Level 3 covers more senior agent roles and management positions.
Look, too, for companies who offer bespoke in-house training, which means you gain a brand new skill set and a pay packet.
Customer service is an industry that plays to people’s strengths; by taking your first steps into this sector, you are already helping to secure its future by adding your name to its professional landscape and its search for excellence.
Looking for a job in Customer Services? Search now.