The Customer Service Intermediate and Advanced Apprenticeships in England respond to the employer need for high levels of customer service skills within a wide range of organisations. Customer service skills are transferable across sectors and can be applied to many job roles.
Intermediate
Intermediate Apprentices may be Customer Service Trainees, Assistants and Representatives/Agents, whilst Advanced Apprentices may be Customer Relationship Managers, Co-ordinators and Team Leaders.
Intermediate apprentices will learn to communicate effectively with customers face to face, in writing, or by telephone. Resolve problems and improve customer relations, promote products and services, keep records, gather customer feedback, work in a team and develop complementary technical skills according to job role.
Level 2 (Pathway 1) – Intermediate Apprenticeship in Customer Service
It is likely that advanced apprentices will have some prior experience in a customer service role to allow them to complete the Advanced Apprenticeship, although this is not a formal requirement.
Advanced apprentices will learn to Communicate effectively with customers face to face, in writing, or by telephone. Resolve problems and improve customer relations, promote products and services, using software/office equipment to communicate, keep records, gather and analyse customer feedback and lead a team.
Level 3 (Pathway 1) – Advanced Apprenticeship in Customer Service
