Good customer service is essential to every type of organisation in order to provide a quality service to its customers. These apprenticeships are aimed at individuals whose job role is dedicated primarily to customer service as an occupation.

When you undertake an apprenticeship in customer service, you will learn all the underpinning KNOWLEDGE you need to do your job effectively, and you will develop the SKILLS and BEHAVIOURS needed to be an excellent and valued ambassador for your employer. You will also need to study maths & English at a level appropriate to your apprenticeship, but you may be exempt from these if you have existing qualifications with evidence in an acceptable format.

You will have a structured learning programme including both ‘on the job’ and ‘off the job’ activities, designed to cover everything you need to learn. Your VTS tutor will meet with you regularly to guide you through your learning and this will be complemented by support from your employer. You will build a portfolio of evidence which will include work you have completed, professional discussion records and observations by your tutor, and you will have plenty of opportunity to put into practice the new skills you are learning. Your progress will be reviewed regularly and both you and your employer will be involved in this process.

In order to achieve your apprenticeship, you will need to complete all the mandatory elements.

It is important that you study at a level which is right for you, so before you enrol we will gather information from you regarding your existing qualifications, past industry experience and job role, and ask you to complete a basic maths & English assessment. Your tutor will then be able to discuss with you and your employer which is the right level for you to study.

Level 2 Customer Service

The level 2 Customer Service framework is suitable for people who are relatively new to customer facing work. Job roles could include – Customer Service Assistant, Call Centre Operative, Receptionist

Mandatory Elements:

Level 2 Diploma in Customer Service

Employment Responsibilities & Rights

Maths – GCSE minimum grade E or functional skills level 1

English – GCSE minimum grade E or functional skills level 1

Typical duration: 12 months

Apprenticeship funding band value £1500

Level 3 Customer Service

The level 3 Customer Service framework is suitable as a natural progression from the level 2 or as a direct pathway for someone who has some experience in customer facing work. Job roles could include – Customer Relationship Manager, Customer Service Team Leader

Mandatory Elements:

Level 3 Diploma Customer Service

Employment Responsibilities & Rights

Maths – GCSE minimum grade C or functional skills level 2

English – GCSE minimum grade C or functional skills level 2

Typical duration: 12/18 months

Apprenticeship funding band value £2000

For an explanation on funding bands click here