Flexible Support Fund

The ‘Pathways to Customer Service’ programmes were designed by Educ8 with the aim of helping to reduce barriers to work and providing young people with the skills, confidence and experience they need to secure enriching and rewarding employment. The Pathway to Customer Service programme was funded by DWP and delivered in partnership with JCP. It supported 3 groups of 14 unemployed young people aged 16-18 years to develop their skills and knowledge in Customer Service and included; intensive coaching and mentoring, job search support, interview training and mock interviews and team building, as well as the following qualifications;

• City & Guilds L2 Certificate in Customer Service
• City & Guilds L2 Communication
• City & Guilds L1 ICT
• First Aid
• Health & Safety

In addition to the vocational training provided, Educ8 also facilitated 2 week work placements for the young people in a wide range of customer service settings including call centres and retail outlets.


  • 31 individuals enrolled onto the programme and 25 of them completed the full 3 weeks
  • 26 individuals achieved at least 2 accredited qualifications
  • 26 individuals secured a job interview as a direct result of the programme
  • So far, 15 of these have resulted in sustainable employment

We are continuing to offer support to the remaining participants to help them achieve employment.

“From day one with the induction, I have learned lots about Customer Service and what to expect during the sector.  We had a great fun first day getting to know each other, and Kathy was very helpful.  The essential skills part of the training was really useful.  I have gained more confidence in using various parts of Microsoft packages including PowerPoint, this also allowed me to stand up and complete a presentation to the group which again has improved my confidence.  Michelle the tutor was lovely and very helpful at all times.  I would love to come back in the future for complete more courses, the tutors could not do enough for me!”

Samantha Davis, FSF Participant

 “I enjoyed all of the course everyone was really friendly and gave good    encouragement.  I am very pleased with all of the support, the tutors made the work easier by explaining everything to us in detail.  Plus I have got a full time job which is awesome!”

Andrew Hutnik, FSF Participant

As well as developing their team building skills, communication skills and confidence, the young people achieved a wide range of nationally recognised qualifications and work experience to prepare them for the world of working within a customer service role.  Many of the delegates actually secured employment as a direct result of the course and the others continue to be supported by Educ8 with their job search attempts.


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