Want to build skills that can take you anywhere?
Customer service skills are useful in almost every type of job. From shops and offices to leisure, hospitality, and public services, being able to communicate well, help people, and solve problems are skills that employers value.
A customer service apprenticeship gives you the chance to earn while you learn, gain real work experience, and build your confidence.
During your apprenticeship, you’ll learn how to:
- communicate confidently with different people
- help customers and understand what they need
- deal with questions and solve problems
- work well as part of a team
- build skills that will help you in your future career
We offer Level 2 and Level 3 Customer Service apprenticeships. You’ll learn both in the workplace and through training, with support along the way to help you develop your skills, knowledge, and confidence.
At the end of your apprenticeship, you’ll complete an end-point assessment. This is your chance to show what you’ve learned and how your skills have developed.
A customer service apprenticeship could be a great first step towards your future career.
Entry requirements
Apprentices will be required to have or achieve level 1 English and maths, and to have taken level 2 English and maths tests prior to completion of their apprenticeship.
Knowledge
During your apprenticeship, you’ll learn about:
- your customers
- the organisation
- regulations and legislation
- your role and responsibilities
- the customer experience
- products and services
- systems and resources
Skills
During your apprenticeship, you’ll learn:
- interpersonal skills
- communication
- influencing skills
- personal organisation
- to deal with customer conflict and challenge
Behaviour
During your apprenticeship, you will:
- develop yourself
- be open to feedback
- work in a team
- learn about equality (treating all customers as individuals)
- learn how to present yourself professionally (dress code and professional language)
- learn about the importance of ‘getting it right first time’
The assessment process
For each of the three assessment methods, all pass criteria (100%) must be achieved to progress and complete the apprenticeship programme must also achieve a distinction in each assessment method.
Apprentice showcase
An interview which assesses the apprentice’s competence, self-reflection, judgement, and understanding of their apprenticeship.
A showcase portfolio compiled by the apprentice provides the structure for this conversation.
Practical observation
The practical observation will be pre-planned and scheduled to when the apprentice will be in their normal place of work. It will be carried out by the Independent Assessor.
The observation should enable the apprentice to evidence their skills, knowledge, and behaviour.
Professional discussion
The professional discussion will be a structured discussion between the apprentice and the Independent Assessor, following the observation. It will establish the apprentice’s understanding and application of knowledge, skills, and behaviours.
Find out more
For more information, visit the Skills England website.