Apprenticeships allow 16+ year olds to start work and earn a wage, while learning new skills that lead to nationally recognised qualifications. Apprenticeships are designed with the help of employers in the industry, so they offer a structured programme that takes apprentices through the skills needed to do a job well. Most of an apprentice’s training takes place on the job but they may have to complete off-the-job training within college by day release or over a number of days in a block. Customer service apprentice’s work towards a nationally-recognised competence based qualification and also a knowledge-based qualification.

The Apprenticeship covers the following:

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

Optional units can include:

• Communicate verbally with customers
• Deal with incoming telephone calls from customers
• Make telephone calls to customers
• Promote additional products and/or services to customers
• Process information about customers
• Develop customer relationships
• Health and safety procedures in the workplace
• Employee rights and responsibilities
• Develop working relationships with colleagues
• Principles of equality and diversity in the workplace

Applicants should have one of the following: – Intermediate Apprenticeship in Customer Service – Other general or vocational qualifications related to or relevant for the customer service industry – Experience of working in a paid or unpaid role for a period of at least 12 months

The Apprenticeship is assessed by continuous assessment of practical, written and oral work, the production of a portfolio of work, online testing, and assessment in the workplace.

At the end of the programme apprentices will have achieved:

• Level 2 Diploma in Customer Service
• Functional skills in Maths, English and ICT
• Employee Rights and Responsibilities
• Personal Learning and Thinking Skills

Apprentices who have completed their training can work in customer service roles in retail, administration, contact centres, IT and other technical sectors or perhaps go on to complete further training in a college or university.