Find out more about FirstStep. Our psychometric screening tests to help organisations recruit and benchmark staff for the specialist customer service environment. Jobsboard is exclusive to The Institute and is hosted by Jobsite. It is available to customer service recruiters and job seekers alike.
They’re crucial qualities for any employee. In customer service roles they can be the difference between success and failure. CVs and interviews take you so far. FirstStep gives you additional insight into candidates – and whether they're made of the right stuff.
FirstStep is a range of psychometric screening tests that help organisations recruit and benchmark staff for the specialist customer service environment.
FirstStep involves an un-timed test, that usually take 25-30 minutes. Results are available almost immediately – giving each candidate an overall low, medium or high rating. A guide to interpreting the results is provided, along with questions to use at interview. Results are weighted according to the specific test, but generally focus on:
The Institute of Customer Service Jobsboard can be used by jobseekers to find the right opportunity, and recruiters to find the right person for the job.
Customer service jobs are found in most organisations, and are not restricted to those with 'customer service' in the title.
Every role – and the skillset required – is different. But there are skills common to all customer service jobs, including:
We may also be able to help.Find out if Individual Membership of the Institute of Customer Service could help you improve your skills.
The Institute of Customer Service provides an inclusive and supportive working environment. Our staff are highly valued, motivated and focused on business needs. We are committed to fairness and equality.
Find out what's been happening in the world of The Institute of Customer Service. Including industry news and market commentary.
Our customer service training courses help you build a consistent culture of service across your organisation. Courses are suitable for anyone involved in service – customer facing staff, team leaders and managers.