Customer Service Apprenticeship

..training for a brighter future

Let’s be clear.. you CAN leave school at 16 and join one of our courses or apprenticeships.

Customer Service comes into almost every job, opportunities are many and varied and found in most organisations.

The standards that you work towards are set by The Institute of Customer Service. You can join the institute as a student member if you are studying one of these qualifications.

Intermediate Apprenticeships

The Apprenticeship Involves:

  • Learning while you are employed full time
  • A level 2 QCF/NVQ, a level 2 Certificate in Customer Service and Functional Skills in Mathematics & English
  • Learning on ‘day release’ at a HOET Centre or in your workplace
  • A programme lasting up to 12 months, however you can work at your own pace to finish sooner!

You will cover the following mandatory QCF units plus a selection of optional units:

  • Communicating using Customer Service language
  • Follow the rules to deliver Customer Service

Examples of optional units:

  • Maintain a positive and customer-friendly attitude
  • Improve the customer relationship
  • Resolve customer service problems
  • Lead a team to improve customer service

Click here for the full list of units for level 2

Want to know if this apprenticeship is suited to your job role? Download our helpful skills scan by clicking here.

Advanced Apprenticeships

The Advanced Apprenticeship Involves:

  • Learning while you are employed full time
  • A level 3 QCF/NVQ, a level 3 Certificate in Customer Service and Functional Skills in Mathematics & English
  • Learning on ‘day release’ at a HOET Centre or in your workplace
  • A programme lasting up to 12 months, however you can work at your own pace to
    finish sooner!

You will cover the following mandatory QCF units plus a selection of optional units:

  • Demonstrate understanding of customer service
  • Demonstrate understanding of rules that impact on improvements on customer service

Examples of optional units:

  • Deal with customers face to face
  • Champion customer service
  • Monitor and solve customer service problems
  • Manage customer service performance

Click here for the full list of units for level 3

Want to know if this apprenticeship is suited to your job role? Download our helpful skills scan by clicking here.

Options and pay

The apprenticeship in Customer Service is usually full time employed with a local employer.

Will I get paid?

Employed apprentices will be paid a minimum rate of £3.50 per hour (often more). Apprenticeship wage accurate as of 1st  April 2017.

Anything else I need to know?

Your customer service apprenticeship is enhanced by two excellence in customer service day courses at no extra charge.

Heart of England Training also offer a wide range of ‘Every learner matters‘ sessions, trips and workshops to support your needs.