Customer Service

Providing good customer service is crucial to a variety of organisations and businesses. Our Apprenticeship programs last approximately 6-9 months and consist of three parts: a technical certificate, a competency based qualification and functional skills.



The technical certificate is a knowledge based qualification assessed through an external test which assists the apprentice in understanding the principles of their profession.

Functional skills cover mathematics, to assist the apprentice in problem solving, and English speaking, listening and written communication, boosting confidence and personal effectiveness. 

The competency element is a work based qualification ensuring that the apprentice is working at a consistently high standard in their day to day work life and provides targeted training where they are not.


Training is delivered depending on the individual needs of the organisation and the Apprentice.

The apprentice will usually meet with their tutor for a minimum of two hours, every 2-4 weeks. Typically the technical certificate and functional skills are completed first and the competency based qualification second, building on the knowledge base.

Training methods involve learning in a workshop environment with other Apprentices, one to one sessions with the tutor and blended learning where the apprentice completes learning through project based workbooks, reflective statements and similar.

The competency element of the Intermediate Apprenticeship in Customer Service covers a variety of topics from which to focus learning in. A total of nine units are completed from a list of 43, which includes topics such as:

  • Give Customers a Positive Impression of Yourself and Your Organisation
  • Process Information About Customers
  • Use Customer Service as a Competitive Tool
  • Improve the Customer Relationship
  • Resolve Customer Service Problems
  • Support Customers Using On-Line Customer Services
  • Support Customer Service Improvements
  • Apply Risk Assessment to Customer Service
  • Go the Extra Mile in Customer Service

The competency element of the Advanced Apprenticeship requires approximately seven units to be completed from the 60 available which include:

  • Promote additional services or products to customers
  • Build a customer service knowledge set
  • Use questioning techniques when delivering customer service
  • Deal with customers across a language divide
  • Organise the delivery of reliable customer service
  • Plan, organise and control customer service operations
  • Apply risk assessment to customer service
  • Implement quality improvements to customer service
  • Improve the customer relationship

For information on our methods of delivery or any other aspect of the course please contact us.