Advanced Apprenticeship in Customer Service


This Apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors such as retail, financial services, call centres, hospitality, or sport and recreation.

As a customer service apprentice, you’ll work at the front of house and regularly assist customers. Duties will vary between sectors, but in most cases you will be making sure that customers are dealt with in a positive, reliable and pleasant way – whether that is by offering advice, answering questions or handling complaints.

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

Course requirements

Ideally, you will have 5 GCSEs A*-C including English and maths.

What will I do?

You will be required to complete the NVQ and Technical Certificate in Customer Service as well as completing Employment Rights and Responsibilities and Personal Learning and Thinking Skills.

If it is required, you will also need to complete Functional Skills in Mathematics and English. You will be allocated an assessor who will visit you in your work place to provide support with your NVQ and the Technical Certificate.

During your Advanced Apprenticeship in Customer Service you will:

  • Demonstrate an understanding of customer service
  • Demonstrate understanding of the rules that impact on improvements in customer service
  • Improve the customer relationship
  • Monitor and solve customer service problems
  • Process customer service complaints
  • Lead a team to improve customer service
  • Gather, analyse and interpret customer feedback

What will it give me?

As well as gaining a nationally recognised qualification the course will help develop your skills and abilities within a real working environment under the guidance of your employer.

What can I do when I finish?

Continue your career in customer service. You may at this point want to consider a Management / Team Leading qualification.

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