About the Academy

What is the Academy of Excellence in Customer Care?

An innovative approach to improving customer care within Liverpool.   

Established by key employers and public sector agencies, this initiative will enhance the experience of those who visit, work or live in the City. It will achieve this mission by:

• Establishing and maintaining the highest standards of customer care delivered by the service sector in Liverpool
• Enabling individuals to consistently communicate a positive and welcoming impression of Liverpool, reflecting its diversity
• Providing a route to employment within the service sector that is accessible to all local unemployed people, positively promoting the industry as a career option
• Developing a partnership with public and private sector organisations in order to secure economic development and regeneration in Liverpool                   

Why has it been established?

To develop customer care skills which will support and promote business growth and enhance the education, skills and employment prospects of local people.

Tourism represents a major opportunity for Liverpool. With an anticipated 12,000 new jobs in Merseyside attracting £1billion in annual visitor spend by 2005, Liverpool must ensure that it is able to unlock this potential.

Employers at both a local and national level have, however, recognised that a shortage of customer care skills poses a critical threat not only to the growth of their business but to the competitiveness of Liverpool as a destination city.

Extensive consultation has been central to designing a solution to meet this need. The Academy of Excellence in Customer Care has been developed by the private sector through the support and funding from the public sector.

How will it improve customer care skills?

By supporting those currently employed in tourism related businesses (including retail) and enhancing the skills of the community to access employment opportunities within the sector

The Academy of Excellence in Customer Care is a central resource for Liverpool City Centre employers and for those organisations who provide practical support for local people in their search for employment. It will also assist in developing closer linkages with the private sector and public agencies. Benefiting from public funding, this support is available at no direct cost.