About the Course

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.

Job Roles

Intermediate Level Apprenticeship

• Customer Service Trainee/Assistant/Representative/Agent

Advanced Level Apprenticeship

• Customer Relationship Manager/Co-ordinator/Team Leader

Course Content

Apprenticeships are designed with the help of the employers in the industry, so they offer a structured programme that takes you through the skills you need to do a job well. There are targets and checks to make sure that your employer is supporting you and you are making progress.

As an employee you will be in employment for most of your time as most training takes place on the job. The rest usually takes place at a local college or a specialist training organisation. You can complete this off-the-job training on day release or over a number of days in a block. The amount of time you spend varies according to your Apprenticeship. It could be anything from one day every other fortnight to two days every week. So all the things you study will be useful in your job and help you succeed in your future career.

Your employment will be for at least 30 hours per week. There may be a small number of circumstances where the learner cannot complete the full 30 hours. In these cases employment will be for more than 16 hours per week.

Entry Requirements

Apprenticeships are open to all age groups above 16years-old whether you are just leaving school, have been working for years or are seeking to start a new career. You just need to be living in England and not taking part in full-time education.

There may be different entry requirements depending on the Apprenticeship and the industry sector. However competition for places with employers can be fierce, so you will need to show that you are committed, and aware of your responsibilities to both yourself and the company who would employ you. You also need to be happy to work as both part of a team and individually, and be able to use your own initiative.

Learning Style

Apprenticeships suit all learning styles as they are designed to work around you and your needs.  All Apprenticeships contain some classroom or group learning, one to one learning and support in the workplace and some self-study or theory learning.

Getting qualified while on the job can also mean:

-       It can set you up to move into new and better jobs

-       You get better pay

-       You get to experience new and different challenges

-       Your existing skills and knowledge are recognised

-       You learn at your own pace and get support when you need it

-       Better job security

-       You gain skills and knowledge which can be used across a range of jobs and industries

Equipment Requirements

Any equipment required in the workplace should be provided for you by your employer.  There may be a requirement for equipment to use in college or in your training centre depending on the requirements of your Apprenticeship.  This will be discussed with you by the Apprenticeship Coordinator who will meet with you to complete the paperwork to enrol you on your Apprenticeship Programme.

Assessment

All Apprenticeships must include the following elements:

       A competencies qualification which must be achieved by the apprentice to qualify for an Apprenticeship certificate, and which is the qualification required to demonstrate competence in performing the skill, trade or occupation to which the framework relates

       A technical knowledge qualification which is the qualification required to demonstrate achievement of the technical skills, knowledge and understanding of theoretical concepts and knowledge and understanding of the industry and its market relevant to the skill, trade or occupation to which the framework relates. Sometimes an Apprenticeship framework may have an integrated qualification which combines competence and technical knowledge elements in which each element is separately assessed.

       Either Key Skills (e.g. working in teams, problem-solving, communication and using new technology) or Functional Skills (e.g. Maths and English) qualifications or a GCSE with enhanced content (e.g. Maths and English).

Progression

Career progression is excellent for apprentices, and over the course of their careers, those with an Apprenticeship earn, on average, £100,000 more than those without.
[A Cost-Benefit Analysis of Apprenticeships and Other Vocational Qualifications, University of Sheffield, 2007]

Some Apprenticeships already attract UCAS points or allow you to study for a Technical Certificate. Once the Apprenticeship has finished there’s the opportunity to carry on working, maybe get promoted or go on to higher education in a college or university.

Additional Information

Do I get paid?

The National Minimum Wage (NMW) for apprentices is £2.60 per hour*. However, as skills develop, many employers tend to increase wages – in fact, research has found that apprentices earn an average of £170 net pay per week

The apprentice NMW applies to all 16 to 18 year olds and to those aged 19 and over in the first year of their Apprenticeship.

If the apprentice reaches 19 years-old and has completed the first year of their Apprenticeship their employer must pay them at least the full NMW rate for those aged 18 to 20.

If they are already 19 and have completed the first year of their Apprenticeship they must be paid at least the NMW rate for their age. 

* Please note that wage rates for roles within the Agricultural sector may differ from the minimum wage stated above.

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