Sales & Telesales

About Sales & Telesales

If you’re a good communicator and enjoy helping people, a career in customer service would be perfect for you, due to the varied nature of the customer service industry there are many job roles that apply to a customer service apprentice.

Within a company you would often be a customer’s first point of contact, customer service skills are transferable across sectors and can be applied to many job roles.

During the Apprenticeship you will cover areas such as:

  • Process information about customers
  • Keeping records
  • Make customer service personal
  • Deliver reliable customer service
  • Resolve customer service problems
  • Gathering customer feedback
  • Develop customer relationships
  • Communicating effectively with customers face to face
  • Communicating effectively with customers in writing, or by telephone
  • Promoting products and services

You do not always need academic qualifications to start training working in Customer Service however some employers may prefer you to have a good standard of general education such as GCSEs, including English and Maths.

Typical qualities employers look for include:

  • Good telephone manner
  • Attention to detail
  • Be able to work as part of a team or on your own
  • Positive approach to work
  • Willingness to help others

The Level 2 and Level 3 Diploma in Customer Service qualifications, includes both knowledge and competence units.


On completion of the Apprenticeship there may be the opportunity to progress onto other qualifications for example:

Level 3 Advanced Apprenticeship in Customer Service

  • Business Administration
  • Retail
  • Contact Centre
  • Marketing
  • Social Media

At an advanced Apprenticeship level, dedicated customer service job roles will include:

  • Customer Relationship Manager
  • Customer Support Officer
  • Customer Service Team Leader
  • Customer Service Supervisor
  • Customer Service Co-ordinator


On completion of the Apprenticeship there may be the opportunity to progress onto higher apprenticeship qualifications, for example:

  • Contact Centre Management
  • Business Administration
  • Team Leading
  • Management and Leadership qualifications