Vacant customer service roles show need to invest in skills

29th Jan 2016

A new report from the UK Commission for Employment & Skills suggests that employers are struggling to fill vacancies because they can’t find people with sufficient ‘customer handling skills’.

According to the report, 39 percent of applicants lack sales and customer skills, leading, Jo Causon, CEO of the Institute of Customer Service, to urge Government to place customer service skills at the heart of cross-sector apprenticeships and employers to ensure service skill development is central to their training programmes.

She comments:  ‘With more than 70% of the UK’s workforce operating in customer-facing roles, customer service competences are a vital set of transferable skills all job hunters need to master. It is not just job hunters though; employers need to consider the customer service skills of their current employees across their organisations at all levels if they are to secure their long term performance, in order to drive productivity, boost jobs and achieve the positioning and growth the UK is looking for.’’


Notes to editors

For further information please contact:
Mike Petrook, Institute Press Office
E: [email protected]  
T: 020 7260 2631

About The Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members - from the private, public and third sectors – and over 3,000 individual memberships.  For more information about the Institute of Customer Service go to

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