Customer Service
Starting Salary: Job roles and salaries will vary
Qualification: NVQ
Type: Apprenticeship
Apprenticeship Overview

This Apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications.

However most customer service apprentices work in retail, financial services, call centres, hospitality or sport and recreation.

Good customer service is key to the success of any business or organisation. It’s one of those useful skills that’s found all over the place and covers all the extras that make a customer’s experience better.

As a Customer Service Apprentice, you’ll probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases you’ll be making sure that customers are dealt with in
a positive, reliable and pleasant way – whether that’s by offering advice, answering questions or handling complaints.

To properly assist customers, you’ll need clear and up-to-date knowledge of your organisation’s products and services. You’ll also need to be able to communicate with all sorts of people.

Completing this Apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so it’s a very good way to move forward, even if you’re still undecided about your future career.

Entry Requirements

Intermediate Apprenticeship You will need 4 GCSEs at grade D or above in a minimum of 3 subject areas (one of these must be in English or Maths) or a relevant Level 1 qualification and Level 1 Maths and English.

Advanced Apprenticeship You will need at least 5 GCSEs at grade C or above in a minimum of 3 subject areas (one of these must be in English or Maths) or successful completion of an Intermediate Apprenticeship, or equivalent.

Job Roles

Intermediate Level Apprenticeship:

  • Customer Service Trainee/Assistant/Representative/Agent

Advanced Level Apprenticeship:

  • Customer Relationship Manager/Co-ordinator/Team Leader

  • NVQ
  • Functional Skills
  • Technical Certificate

Assessment is through practical observation and theoretical tests.

Other information

A Customer Service Apprenticeship can open doors to a fantastic career! Because of the broad nature of this Apprenticeship’s relevance, you might use your skills to progress within your current company, or you might even decide that you wish to continue your education at a higher level, including degree level after successfully completing an Advanced Apprenticeship. An ability to deal with people in a professional manner will stand you in good stead for almost any future career!


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