All businesses know it is far cheaper to hold onto existing customers than it is to find new ones. So why is the standard of customer service still so bad in this country?

Think about this. In a recent survey of buying trends when asked what made a customers return to a particular supplier or retailer the quality of the customer service outweighed price by a margin of 2 to 1. Put simply the survey showed that if you provide a high level of customer service your customers will return, even if they could buy your product or service cheaper elsewhere.

Customer service is not only applicable to front-line staff it should embedded across all levels of the company. Brooks and Kirk have taken many managers through the level 4 qualification who have later reported that it has had a positive effect on the ethos of their companies. Our Customer Service apprenticeships are ideal for anyone working within an organisation who wish to deliver first class customer service and retain your valuable customers.

 

Intermediate Apprenticeship in Customer Service 

The Intermediate Apprenticeship in Customer Service is the starting point for delivering excellent customer service and the first step to being a customer service professional. The Intermediate Apprenticeship in Customer Service has the following components that will need to be achieved;

  • Level 2 NVQ Certificate in Customer Service (QCF)
  • Functional skills Mathematics at Level 1
  • Functional skills English at Level 1
  • ERR (Employee Rights and Responsibilities)
  • Level 2 Certificate in Customer Service

Who is this qualification for?

The Intermediate Apprenticeship in Customer Service is ideally suited to anyone who might consider this qualification to be relevant to their future career, or for anyone who is already working in a job whereby Customer Service skills are vital, this can cover a massive range of job roles, ranging from a retail assistant, all the way through to a bank customer adviser.

What are the potential job roles for those working towards this qualification?

  • Bank/Building Society Customer Adviser
  • Contact Centre Operator
  • Customer Service Adviser
  • Customer Service Assistant
  • Hotel Receptionist
  • Retail Staff
  • Medical Receptionist
  • Local Government Customer Services Officer

What progression opportunities are available to learners who achieve this qualification? 

Learners can progress to the Advanced Apprenticeship in Customer Service.


Advanced Apprenticeship in Customer Service 

Just like the Intermediate Apprenticeship in Customer Service the Advanced Apprenticeship in Customer Service adds real value to a business  and helps ensure your hard earned customers keep coming back. The Advanced Apprenticeship in Customer Service comprises of the following components:

  • Level 3 NVQ Diploma in Customer Service (QCF)
  • Functional skills Mathematics at Level 2
  • Functional skills English at Level 2
  • ERR (Employee Rights and Responsibilities)
  • Level 3 Certificate in Customer Service

Who is this qualification for? 

Those who have a job role where customer service is a key element will be well suited to the Advanced Apprenticeship in Customer Service, as well as those who have completed the Intermediate Apprenticeship in Customer Service.

What are the potential job roles for those working towards this qualification?

  • Bank/Building Society Senior Customer Adviser
  • Contact Centre Supervisor
  • Senior Customer Service Adviser
  • Team Leaders
  • Office Managers

What progression opportunities are available to learners who achieve this qualification?

Learners can progress to the Level 4 NVQ Diploma in Customer Service.

 

Useful links

Apprenticeships-a learners guide

Apprenticeships-an employers guide

 

If being a Customer Service Apprentice appeals to you or your company could benefit from having an apprentice please give us a call or drop us an email.