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Customer Service Apprenticeships

Customer Service Apprenticeship Framework
Customer Service Practitioner Apprenticeship Standard

This apprenticeship could see you working in any area of the service sector where many job roles are available. Customer service representatives interact with customers to process orders, provide information about an organisation’s products and services, and resolve issues. So if you are friendly and good with people, always want to help and are patient then this could be the apprenticeship for you.
Apprentices who qualify in customer service could work in a variety of jobs in telecommunications, the utility industry or in the Private or public sector. Jobs such as Doctors Receptionist, Estate Agents Advisors, Call Centre Adviser, Customer Service Advisor in a private company, Good customer service is key to the success of all business and organisations are willing to invest in good staff in this area.

You will learn about the importance of answering queries, how to build relationships with customers and what to do if a customer has a complaint. There are opportunities to progress into supervisory roles and management if you are keen and motivated.

Course Info

Subject Area
Course Type
Matthew Boulton College,
Sutton Coldfield College

Entry Requirements

Entry criteria varies depending on the framework that you are studying and the needs of the employer, however a good level of secondary education is expected and many employers expect you to have maths and English GCSE at a C/4 grade or above. Employers also look for skills like motivation, good interpersonal skills, good communication skills and a willingness to learn and will set their own specifications depending on the role.

Delivery and Assessment

The duration of an apprenticeship will vary depending on the needs of the employer but you will be required to complete qualifications during the period usually with set study days. As part of the apprenticeship, there will be a number of specific skills that your employer or college tutor will monitor and observe to prove that you reached a certain level of understanding.


On completion of the apprenticeship, you could work as a Customer Service Assistant, Customer Advisor, Customer Liaison Assistant or another customer-facing role in any type of business.

Career Opportunities

  • Retailers
  • Customer Services Assistants
  • Customer Advisors
  • Customer Liaison Assistants
  • Receptionists
  • Service Assistants or Waiting Staff