Customer Service

Our customer service apprenticeships answer employers’ needs for high level customer service skills in a wide range of organisations. These essential skills are transferable across sectors and apply to a range of job roles.

Many employers also select Customer Services Apprenticeships to complement a learners’ technical skills – for example, an apprentice in Customer Services may also be a dental nurse, hairdresser or estate agent.

Intermediate Apprenticeship in Customer Service – Level two

Entry requirements

There are no mandatory entry requirements for this framework

Pathways available

Pathway one – Customer Service: This Apprenticeship is suitable for those who hold job titles such as:

Customer Service Trainee, Assistant, Representative or Agent
Other job roles in which customer service skills complement technical skills

This apprenticeship is suitable if your job role includes:

Communicating effectively with customers face to face, in writing or by telephone
Resolving problems and improving customer relations
Promoting products and services
Keeping records
Gathering customer feedback
Working in a team
Developing complementary technical skills according to job role

Training framework

Competence Qualification: Level 2 NVQ Certificate in Customer Service
Knowledge Qualification: Level 2 Certificate in Customer Service
Key Skills in Application of Number Level 1*
Key Skills in Communication Level 1*
Employment Rights and Responsibilities (ERR) Workbook

*Learners may be exempt Key Skills if they hold a recent relevant GCSE or equivalent. Please check our eligibility criteria.

Progression

Advanced Apprenticeship in Customer Service

Career development

With further training Apprenticeships may be able to progress into roles such as:

Customer service relationship manager, executive officer, delivery co-ordinator
Customer service eam leader, supervisor, manager
Senior customer service advisor
Other customer service roles / roles related to complementary technical skills

Advanced Apprenticeship in Customer Service – Level three

Entry requirements

There are no mandatory entry requirements for this framework

Pathways available

Pathway one – Customer Service: This Apprenticeship is suitable for those who hold job titles such as:

Customer Relationship Manager, Co-ordinator, Team Leader
Other job roles in which customer service skills complement technical skills

This apprenticeship is suitable if your job role includes:

Communicating effectively with customers face to face, in writing or by telephone
Resolving problems and improving customer relations
Promoting products and services
Using software / office equipment to communicate
Keeping records
Gathering and analysing customer feedback
Leading a team
Developing complementary technical skills according to job role

Training framework:

Competence Qualification: Level 3 NVQ Diploma in Customer Service
Knowledge Qualification: Level 3 Certificate in Customer Service
Key Skills in Application of Number Level 2*
Key Skills in Communication Level 2*
Employment Rights and Responsibilities (ERR) Workbook

*Learners may be exempt Key Skills if they hold a recent relevant GCSE or equivalent. Please check our eligibility criteria.

Progression

Depending on support and opportunities in the workplace:

Higher Apprenticeship in Contact Centre Management, Business and Professional Administration or Leadership and Management
Further or higher education to undertake in customer services, business related or other qualifications including Foundation Degrees in Contact Centres, Retail Management, Business Management or Hospitality
A range of Customer Service, Contact Centre, Sales, business and other undergraduate programmes
A range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management

Career development

With further training, Apprentices may be able to progress into roles such as:

Senior customer service supervisor
Customer service manager
Other senior customer services related roles

How to apply

Apprenticeships are currently available. To express an interest yourself, or as an employer interested in offering this Apprenticeship to your staff, please check the eligibility criteria and request a callback.