Customer Service Apprenticeships

  • Brand value and advocacy
  • Delivering excellence to customers
  • Understanding customer needs 

Customer Service Apprenticeships

Every successful business today recognises the key to success is exemplary customer service and with the varied nature of the customer service industry there are many job roles that apply to customer service apprenticeships. Employers recognise the key role customer-facing staff play in determining the quality of the customer experience and in increasing customer loyalty. Apprenticeships are a great way of raising customer service standards, with employers across all sectors, addressing skills gaps and shortages, raising customer service skills in the workplace.

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Whatever job role or sector a customer service apprentice might work in, they will learn the skills and understanding of key customer service concepts and how to apply them in the workplace. Job roles may include:

  • Customer Service Assistant
  • Customer Service Advisor
  • Customer Service Representative
  • Customer Relationship Manager
  • Customer Support Officer
  • Customer Service Team Leader
  • Customer Service Supervisory
  • Customer Service Co-ordinator

Customer Service apprenticeships are available at intermediate (level 2) and advanced (level 3). We provide comprehensive advice and guidance to ensure individuals are matched to the most appropriate level, given their experience and job role.

  • Providing a positive customer experience
  • Working with customers and customer insights
  • Customer service performance
  • Delivering service improvement
  • Business focused service delivery
  • Customer service culture and environment awareness
  • Knowing customers and their needs
  • Ensuring customer insight
  • Customer journey knowledge
  • Business knowledge and understanding
  • Team working
  • Problem solving, ownership and responsibility
  • Brand advocacy, values and beliefs
  • Dealing with customers face to face, over the telephone, in writing or electronically

Individuals will gain a Diploma in Customer Service as well as qualifications in Maths and English.

A Customer Service apprenticeship at level 2 will take approximately 12 months to complete; with a following 12 to 18 months to achieve the Advanced Apprenticeship at level 3.  

There are no mandatory entry requirements. The level is determined by an assessment of the individual’s job role.

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