The person your customer actually speaks to
An apprenticeship is a real, paid job. The apprentice works for an employer and trains with us at the same time, and comes out with a nationally recognised qualification and the experience to go with it.
The short answer
The entry requirement for this apprenticeship will be decided by each employer.
Ideally, the apprentice should already hold, GCSE Maths and English at a grade E or 2 (new GCSE grading), or Level 1 Functional Skills in Maths and English; the apprenticeship cannot be completed without these. If enrolled without the required level of Maths and English, the apprentice will be required to achieve these alongside the apprenticeship standard before Gateway is reached to enable progression to End Point Assessment (EPA) and will work towards these under supervisor of an assigned Functional Skills Tutor.
Please Note: The learner must have live interactions with customers 85% of the day.
The employer sets the real bar, so treat this as a guide. If somebody is close but not quite there, it is still worth the conversation.
Often the first point of contact, in any sector, and the one whose behaviour decides what a customer thinks of you.
Orders, payments, advice and guidance, meet and greet, sales, after care and service recovery. One-off contacts and routine ones.
Covers orders and payments, advice and guidance, sales, after care, service recovery
Face to face, telephone, post, email, text and social media, and in the customer's own locality where the job calls for it.
Covers face-to-face, telephone, email, text, social media, digital service
Service skills alone are not enough. They will know what you sell and how it works, and deliver within your service standards and any regulation that applies.
Covers product and service knowledge, customer service standards, regulatory requirements
Measuring customer satisfaction and gaining insight from it, rather than assuming the interaction went well because nobody complained.
Covers measuring satisfaction, gaining customer insight
Apprenticeship Showcase Practical Observation Professional Discussion
Work launched in class and completed in the job, building the evidence the assessor will look at.
The employer, the apprentice and the tutor. Half an hour. Progress, targets, and anything getting in the way.
Marked by a tutor who is not theirs, so the feedback is honest and the real thing holds no surprises.
Level 3 Customer Service or Business Administrator
Not sure what comes after this one? Tell us the role and we'll tell you honestly which of our apprenticeships, higher apprenticeships or university-level courses fits next.
It takes two, an employer and an apprentice. Pick your side.
Recruiting, or formalising the training of someone already in post? Start with a conversation. We'll check the role, sort the funding, and get them enrolled.
Speak to us today 0800 358 7575
Or advertise a vacancy through us and we'll handle the recruitment.
An apprenticeship is a job, so an employer has to take you on before you can start. Already employed in this kind of role? Your manager can put you forward directly.
No vacancy that suits? Register your interest and we'll tell you when one comes up.
