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 will also have to complete off-the-job training within college by day release. Advanced apprentices work towards a nationally-recognised competence based qualification and also a knowledge-based qualification.

The Apprenticeship covers the following:

• Organise and deliver customer service
• Understand the customer service environment
• Understand customers and customer retention
• Resolve customers’ problems
• Principles of business
• Manage personal and professional development
• Optional units can include:
• Communicate verbally with customers
• Promote additional products and/or services to customers
• Develop customer relationships
• Support customer improvements
• Build and maintain effective customer relations
• Promote equality, diversity and inclusion in the workplace
• Provide reception services
• Employee rights and responsibilities

Applicants should have one of the following:

• Intermediate Apprenticeship in Customer Service
• Other general or vocational qualifications related to or relevant for the industry
• Experience of working in a paid or unpaid role for a period of at least 12 months

It will be assessed by your tutor or assessor using a portfolio of evidence, practical demonstrations and assignments.

At the end of the programme apprentices will have achieved:

• Level 3 Diploma in Customer Service
• Functional skills in Maths, English and ICT
• Employee Rights and Responsibilities
• Personal Learning and Thinking Skills

On completion of the Customer Service Advanced Apprenticeship at level 3 apprentices can progress on to higher level qualifications for example:

• a Higher Level Apprenticeship programme in Contact Centre Management, Business and Professional Administration or Leadership and Management
• HNCs/HNDs/Foundation Degrees in Contact Centre Management, Retail Management, Business Management or Hospitality
• a range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes
• a range of other vocational qualifications, such as a Level 4 Diploma in Customer Service Management

On completion of this apprenticeship, apprentices will be qualified to work as a customer relationship manager, customer service executive officer, customer service delivery co-ordinator, team leader, supervisor or manager, senior customer service advisor or a wide range of other related roles. With additional training, Advanced Apprentices may be able to progress in their careers to more senior management roles.