Customer Service Apprenticeships

• Overview
• What Type of Job might a Customer Service Apprentice do?
• Entry Requirements: What Skills/Qualities do Apprentices need?
• Framework
• How long does the Apprenticeship take to complete?
• Career Progression
• Certification
• Need more info?

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.

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What Type of Job might a Customer Service Apprentice do?

Most jobs in this sector are office-based with a typical 9-5, Monday –Friday working week. Customer Services apprentices should have employed status, but it is recognised that this is not always possible. Apprentices should move to employed status at the earliest opportunity. Job roles for apprentices must reflect the level of the retail NVQ they are taking.

Job titles will vary but may include:

• Customer service representative
• Help desk Technician
• Administrator

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Entry Requirements: What Skills/Qualities do Apprentices need?

There are no minimum academic criteria for entry onto the programme except where employers set their own entry requirements. Apprentices will however have to complete an interview and assessment process. As a guide to applicants, the industry feels that those wishing to train as an apprentice need the following skills and attributes:

• Punctuality
• Look presentable
• Good team player
• Capacity to develop organisational skills
• Shows initiative
• Good communication skills
• Willingness to communicate with a range of people
• Demonstrates potential to complete the qualifications
• Willingness to learn and apply that learning in the workplace

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The Framework

The framework for each Apprenticeship/Advanced Apprenticeship covers three areas; a Competence Based Element (e.g. NVQs), a Knowledge Based Element (e.g. technical certificates) and Key Skills.

NVQs will be delivered by us at a time and place to suit you. The choice as to which optional units are selected is between the employer and the Apprentice, but must reflect the activities that will be undertaken.

The Knowledge Based Element will be delivered and independently assessed through an additional award known as a technical certificate. The technical certificate ensures the apprentice can clearly demonstrate the underpinning and theoretical knowledge required by the sector and therefore helps to up-skill the apprentice and raise standards. The apprentice must complete one of the technical certificates listed in order to complete the framework.

The Key Skills levels state the minimum level required. If a learner has the ability they should be encouraged to achieve a higher level.

Customer Services Apprenticeship Framework (Level 2):

Advanced Apprenticeship Framework (Level 3):

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How long does the Apprenticeship take to complete?

There is no fixed timeframe for the completion of an Apprenticeship as the framework for each one varies considerably in content and size, but typically an apprenticeship will take between one and four years to complete.

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Career Progression

A Customer Services Apprenticeship will enhance your employability enormously, whether with sector-specific skills or transferable skills. The NVQ that you complete as part of the Apprenticeship can also provide an alternative vocational route to higher education. Graded from level 1 (lowest) to level 5 (highest), a level 3 NVQ is recognised as the equivalent of an A-level and can be used to apply for a higher education course, while a level 4 NVQ is an intermediate qualification between further and higher education/advanced training.

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Certification

Successful Apprentices will receive an Apprenticeship Completion Certificate from the Institute of Customer Service. This is separate from, and in addition to, those certificates awarded for the achievement of the individual components of the framework e.g. NVQs and Key Skills.

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Contact Us

General information about the Apprenticeship scheme can be found at www.apprenticeships.org.uk. If you’d like to apply for an Apprenticeship or find out more information about the training and qualifications ABA Training Ltd can offer you, contact us on 01787 377988, or alternatively email us at info@aba-training.com.