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What to expect from our Customer Service qualifications

Taking a customer service apprenticeship offers individuals a structured pathway to develop essential skills and knowledge in the field of customer support. Learners can expect to receive comprehensive training in various aspects of customer service, including effective communication techniques, problem-solving strategies, and conflict resolution skills. They will gain practical experience in handling customer enquiries, complaints, and requests, both in-person and through digital channels. Additionally, apprentices will learn how to use customer relationship management (CRM) systems and other relevant software tools to manage customer interactions efficiently. Throughout the qualification, they will have the opportunity to work alongside experienced professionals, receive mentorship, and apply their learning in real-world scenarios. By the end of the apprenticeship, individuals can expect to emerge with a strong foundation in customer service principles and practices, ready to embark on a fulfilling career.

What will be learnt during a Customer Service qualification

As the initial point of contact for any business, individuals often find themselves at the forefront of customer service interactions. In the role of an apprentice, they embark on a journey of honing effective communication skills, crucial for fostering meaningful connections with customers. This apprenticeship journey offers the opportunity to not only assist customers in making informed decisions, but also to delve into the art of anticipating their needs and expectations. By mastering the ability to foresee and address customer concerns proactively, apprentices strive to cultivate an environment of positive engagement and satisfaction. Through practical experience and guided learning, apprentices discover the intricate nuances of customer service, paving the way for personal growth and professional development in this essential aspect of business operations.

Intermediate and advanced qualifications

Whether individuals are new to employment or enhancing their skills in their current role, the Level 2 Customer Service course aids in understanding customers, delivering customised services to meet their needs and expectations, and providing exceptional service. Learners will also collaborate with colleagues to achieve results and share knowledge and experience to support development. 

As part of our Level 3 qualification, apprentices will strengthen their core communication skills to handle customer queries, purchases and complaints. In a senior position, learners will be proactive in understanding the customer’s end-to-end journey, recognising where improvements are required and how to implement them.


Level 2 Customer Service

Minimum of 13 Months

Learn how to deliver exceptional service and support customers in your business.

Level 2

Minimum of 13 Months


Level 1

Level 3 Customer Service

Minimum of 13 Months

Develop advanced skills to support your business within a senior customer-facing role.

Level 3

Minimum of 13 Months


Level 2

" Working with businesses across England to develop customer service skills is amazing. It is so rewarding to watch skills develop and I'm proud to be part of that journey. "

Carrie, Trainer Coach

Completing the Customer Service qualification 

Upon completion of the apprenticeship, individuals will receive an accredited qualification as either a Level 2 Customer Service Practitioner or a Level 3 Customer Service Specialist. Participants typically find themselves well-prepared to embark on a promising career journey, equipped with a solid foundation in principles and practical skills honed through hands-on experience.

Some may choose to continue their professional growth within the company where they completed their apprenticeship, applying their expertise to excel in customer-facing positions or advance into leadership roles. Others may opt to explore opportunities in different organisations or sectors, leveraging their newfound skills to thrive in diverse environments. With their dedication, hard work, and newly acquired knowledge, apprentices emerge as valued assets in the realm of customer service, poised to make meaningful contributions to customer satisfaction and business success.

Customer Service apprenticeships FAQs

How much does an apprentice get paid?

As employed members of staff, apprentices are entitled to the same benefits as other workers, including wages, a contract and holiday. Apprentices will receive at least the national minimum apprenticeship wage for their age group. For further information, you can check current rates.

How does an apprentice pass their qualification in Customer Service?

An apprenticeship is tested through an end point assessment (EPA). For Customer Service this involves an observation and a professional discussion with an invigilator.

Individuals will be fully prepared for their End-Point Assessment (EPA) by their Trainer Coach and will only undergo this assessment when they and their employer deem them ready. They will demonstrate the skills acquired during the apprenticeship period and will not be tested on anything they have not learned or do not understand.

How can a Customer Service Apprenticeship an individuals career?

As an apprentice, individuals will acquire new skills to begin their career or advance within it. Whether they are new to the industry or have years of experience, there is always room for learning to refine their craft. Staying updated on effective communication with customers and understanding what constitutes good service is essential.

I am a learner

Start your career and apply for an apprenticeship or up skill in your current role to progress your career.

I am an employer

Businesses need to grow. Learn new skills through our fully funded apprenticeships. 

I am a parent

We have lots of apprenticeship vacancies. Your child will earn a wage while studying a qualification.

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