Level 2 Diplomas in Customer Service Gained

Hurst Doors commitment to caring for its customers, customer service and investing in its workforce has been demonstrated after two of its team were awarded with their Level 2 Diplomas in Customer Service.

Claire Gilbert, of the Aftercare Team, and business support assistant Charlotte Towle, both completed the course in under 12 months.

The training, which was provided by Sarah Van Der Eykyn from Ideal Training Solutions, involved 20 units covering all aspects of customer service, including managing customer expectations, dealing with conflict & challenges, understanding customer’s needs and how to operate effectively in a way that contributes both to the business and customer relationships. The training involved knowledge questions and observations on a face-to-face basis.


 “Our people are central to our business and Claire and Charlotte put in a great effort. We have invested in upskilling our team, so they become more efficient and effective in their roles, which in turn helps support our customers, increasing customer satisfaction and securing long term partnerships.”

– Mark Atkinson 

Sales director, Hurst Doors



Towle, who started with the customer care team but is now in the Aftercare Department, says: “It helps on all levels as we’re handling regular customer enquiries either by telephone or email. It gives you that confidence to be able to help customers with any situation as and when needed.

While Towle has a split role and predominantly works in the marketing department, she also supports the customer care team and is very customer focussed.  She adds: “The course provided great insight on how to treat customers with respect and empathy.”

Sarah Van Der Eykyn, who assessed the duo and has worked with Hurst for just over a year helping to upskill staff, says: “Charlotte and Claire worked hard, and their knowledge was excellent. The course has given them the principles of how to approach every situation, a better understanding of dealing with customers over the phone, and a good standing to progress further should they wish.”

Picture: (L-R) Kevin Wheatman, Hurst’s director/general manager, Claire Gilbert, Charlotte Towle, Sarah Van Der Eykyn and Mark Atkinson.


Article written by Cathryn Ellis
12th September 2022


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