Maintain a healthy and safe environment for customers and colleagues

This standard is part of the customer service competence area related to Customer Service Foundations. It covers maintaining a healthy and safe environment for customers and colleagues. It includes the language and concepts of customer service as well as the organisational context and the external environment in which you work.  Remember that customers include everyone to whom you provide products and services. They may be external to your organisation or they may be internal customers.

Health and safety are important in all areas of work whether it is office or home-based, and customer service is no exception.  You provide high levels of customer service, recognising that it is also important to provide an environment that enables and encourages staff to work safely for themselves and for customers.

This standard is about maintaining a healthy and safe working environment for customers and colleagues.

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1. identify health and safety hazards in home-working and your organisation's office environment
2. assess the risks associated with identified hazards
3. identify health and safety factors that may reduce the effectiveness of customer service staff
4. identify health and safety factors that may cause concern to customers
5. evaluate the identified health and safety factors against your organisation's policies and procedures and customer expectations
6. provide information about risks and hazards to colleagues responsible for health and safety
7. provide information on health and safety in the workplace to customer service staff
8. confirm staff responsibilities for health and safety with them
9. maintain measures to control risks to health and safety that are consistent with organisational policies and procedures
10. check that customers and staff are briefed on measures to control risks to health and safety
11. monitor the use of health and safety control measures to ensure that staff are following them
12. enable staff to identify and report health and safety hazards related to the environments they are working in
13. support staff to manage their work-life balance and mental health
14. use agreed organisational procedures to deal with hazards when they occur
15. review the health and safety aspects of the customer service environment when required by your organisation
16. carry out emergency drills within your area of responsibility
17. follow organisational procedures for keeping health and safety records up-to-date and for reporting health and safety incidents
18. follow the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

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1. the importance of maintaining a healthy, safe and effective work at home or in an office-based environment
2. your role and responsibilities for health and safety in the workplace
3. the colleagues who have specific responsibilities for health and safety in your workplace and how they can support you
4. the importance of all colleagues taking responsibility for health and safety in the customer service environment
5. the potential concerns that customers may have about health and safety and how to deal with these
6. how to access up-to-date information on legal and regulatory requirements for health and safety and relevant codes of practice
7. the ways that information about health and safety is shared in your organisation so that all staff are up to date
8. the types of health and safety hazards that are likely to occur in your area of responsibility
9. how to assess the risks associated with health and safety hazards
10. the different types of factors that affect health and safety and how to evaluate them, e.g. people, equipment, material, environment, and processes
11. the health and safety issues that may arise due to staff working from home working?
12. the ways that you and your organisation can support staff to manage their work life balance, remote collaboration practices, mental health and physical health in home and on-site working environments
13. how to carry emergency drills in your customer service environment and when to do this
14. how to control risks in a way that is consistent with legal and regulatory requirements and codes of practice
15. your organisation's policies and procedures for health and safety
16. the recording and reporting procedures within your organisation that are relevant to maintaining a healthy and safe environment
17. the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

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1

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01 Mar 2026

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Current

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Original

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Instructus

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CFACSB12

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Customer Service Occupations

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7219

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Health; safety; environment; delivery; customer service; risks; hazards; emergency; drills; codes of practice; customer service; communication; problem solving; behaviours; work with others; team work; giving information; receiving information

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