Customer Service



This Apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.

Good customer service is key to the success of any business or organisation. It’s one of those useful skills that’s found all over the place and covers all the extras that make a customer’s experience better.

As a customer service apprentice, you’ll probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases you’ll be making sure that customers are dealt with in a positive, reliable and pleasant way – whether that’s by offering advice, answering questions or handling complaints.

To properly assist customers, you’ll need clear and up-to-date knowledge of your organisation’s products and services. You’ll also need to be able to communicate with all sorts of people.

Completing this Apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so it’s a very good way to move forward, even if you’re still undecided about your future career.


Foundation Apprenticeship
  • NVQ Level 2 Certificate in Customer Service
  • Essential Communication Skills (Level 1)
  • Essential Application of Number Skills (Level 1)
  • NVQ Level 3 Diploma in Customer Service
  • Essential Communication Skills (Level 2)
  • Essential Application of Number Skills (Level 2)

If you have already achieved Essential Skills or have GCSEs A – C in Maths and English; you won’t have to undertake them again as part of the qualification. (Certificates will need to be provided as proof.)

Training Duration

  • Foundation Apprenticeship – minimum 52 weeks
  • Apprenticeship – minimum 64 weeks


You must be employed for a minimum of 16 hours to undertake an apprenticeship. You make an agreement with us to complete your apprenticeship, and in return, you’ll get regular support from your Assessor.