Customer Service Apprenticeships & Qualifications

About Customer Service

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. 

What you'll be doing 

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 

Entry Requirements 

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 Progression 

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

  • Business Administration 
  • Customer Service Specialist
  • Accounts  

At the Specialist 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 Specialist 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


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The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.   

These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, aftercare, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.  

What qualifications will I gain? 
  • Customer Service Level 2 Practitioner Standard 
  • Diploma in Customer Service Level 2 Qualification 
  • Functional Skills Maths 
  • Functional Skills English 
Entry Requirements:

GCSE in Maths and English 

Length of the course:

20 months approximately 


The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. 

As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

What qualifications will I gain? 
  • Customer Service Specialist Level 3 Standard 
  • Functional Skills Maths 
  • Functional Skills English  
Entry Requirements: 

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. 

Length of the course:

15-18 months approximately