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Customer Service Apprenticeship

Customer Service is relevant to hundreds of job roles – so it’s a great foundation for getting into any industry – from retail or banking to hospitality or healthcare. You could become a customer service assistant, customer relationship manger or senior advisor. During your Apprenticeship you’ll develop skills that are valuable to employers in any sector.

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Customer Service Apprenticeship
Intermediate
Advanced
  • Details
    Modules
    Requirements
    Earning potential
    • Whether you're already working for a company or we find a placement for you, you'll be involved in assistant roles providing support to customers and your team.

      As part of the intermediate Apprenticeship you'll achieve the following qualifications:

      • Level 2 NVQ Certificate in Customer Service
      • Level 2 Certificate in Customer Service
      • Level 1 Functional Skills

      Once you've completed the Apprenticeship you'll be able to start dealing with customers in any industry.

    • During the intermediate Apprenticeship you'll complete the following qualifications:

      • Level 2 Diploma in Customer Service
      • Functional Skills qualification in English and maths
      • Personal learning and thinking skills (PLTS)
      • Employee rights and responsibilities

      Your diploma is built from a selection of mandatory and optional units. We’ll help you put together the right combination to fit your job role and the way you want to develop your career.

      Mandatory:
      • Deliver customer service
      • Understand customers
      • Principles of customer service
      • Understand employer organisations
      • Manage personal performance and development

      Optional: you’ll choose five to 10 units from the optional section. Popular choices include:
      • Communicate with customer in writing
      • Deal with incoming telephone calls from customers
      • Resolve customer service problems
      • Develop working relationships with colleagues
      • Bespoke software

      This is just a selection - there are further optional units available.

    • There are no formal entry requirements but you'll need to have a basic level of English and maths. Once you've attended an interview, and are successful, we'll place you in an appropriate role if you're not already employed in a customer service role.

      This Apprenticeship is available in England only.

    • You’ll be paid at least the current minimum wage rate for apprentices, but it could be more than that. After your Apprenticeship, if you’re employed as a customer service assistant, your salary could be from £12,000 to £17,000 a year according to the National Career Service.

  • Details
    Modules
    Requirements
    Earning potential
    • Whether you're already working for a company or we find a placement for you, you'll take on more responsibility within your team and with customers.

      As part of the training for the advanced Apprenticeship you'll complete:

      • Level 3 NVQ Diploma in Customer Service
      • Level 3 Certificate in Customer Service
      • Level 2 Functional Skills

      Once you've completed your advanced Apprenticeship you'll be able to transfer your customer service skills to any industry.

    • Training for this Apprenticeship is based around a combination of mandatory and optional modules. We’ll help you put together the right mix of modules to fit the job you do and the way you want to develop your career

      Mandatory:

      • Demonstrate understanding of customer service
      • Demonstrate understanding of the rules that impact on improvements in customer service

      Optional:

      • Make customer service personal
      • Review the quality of customer service
      • Handle referred customer complaints
      • Support customer service improvements
      • Resolve customer service problems
      • Deliver customer service to difficult customers
      • Support customer service improvements
      • Organise the promotion of additional services or products to customers
      • Implement quality improvements to customer service
    • You'll need to have a Level 2 qualification such as GCSEs at grades A* to C, BTEC First Diploma, intermediate Apprenticeship or relevant work experience. Once you've attended an interview, we'll place you in an appropriate role if you're not already employed in a customer service role.

    • You’ll be paid at least the current minimum wage rate for apprentices, but it could be more than that. After your Apprenticeship, if you’re employed as a customer service manager or supervisor, your salary could be from £19,000 to £25,000 a year. With experience, qualifications and extra responsibilities or specialist skills this may rise to around £30,000, according to the National Career Service.