Customer service is relevant to hundreds of job roles - so it’s a great foundation for getting into any industry - from retail or banking to recruitment or healthcare. You could become a customer relationship manager, team leader, or senior advisor. During your Apprenticeship you’ll develop skills that are valuable to employers in any sector.

Your daily activities could include: • communicating with customers

face-to-face, in writing, or on the phone

• promoting products and services • problem solving• gathering and analysing feedback• leading a team

What will you learn?Our Customer Service Advanced Apprenticeship usually lasts 12-18 months. It’s made up of theory (knowledge) and practical skills to demonstrate your understanding and competence in the workplace.

The main part of your Apprenticeship is the Level 3 Diploma in Customer Service. You’ll complete both practical on-the-job-training to get real experience, and learning that develops your knowledge and understanding of your job (this learning could be online). Your diploma is built from a selection of mandatory and optional units. We’ll help you put together the right combination to fit your job role and the way you want to develop your career.

learndirect.com

Customer ServiceAdvanced Apprenticeship

Why is customer service a good choice?

learndirect Ltd. learndirect is a registered trademark.All information correct at time of going to press. EI/1121/V01 June 2015

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How we’ll support youYou’ll have a dedicated learndirect Trainer Assessor for the complete duration of your Apprenticeship. You’ll be supported by phone and online and through regular visits to you in your workplace.

Achieving your ApprenticeshipYou’ll be assessed by your Trainer Assessor through a range of different methods: from workbooks you’ve completed, to observations and discussions about the work you’re doing, and witness testimonies from your colleagues.

If you need Functional Skills qualifications in maths, English or ICT your Trainer Assessor will work with you to plan how you’ll achieve these.

What hours will you work?You’ll work at least 30 hours a week. The hours and days you work could depend on your employer. Shift work including evenings and weekends is common in the retail, leisure and contact centre industries.

What could you earn?You’ll be paid at least the current minimum wage rate for apprentices, but it could be more than that. After your Apprenticeship, if you’re employed as a customer service manager or supervisor, your salary could be from

£19,000 to £25,000 a year. With experience, qualifications and extra responsibilities or specialist skills this may rise to around £30,000.1

What next? Once you’ve achieved your Apprenticeship, you could go on to complete further education and qualifications. You could develop your managerial skills with management qualifications, or also complete additional qualifications in subjects related to customer service, like business administration, retail, or sales.

Why should you choose Apprenticeships for your business?• Apprenticeships can be tailored

to specific job roles, making them flexible to the needs of your business and allowing you to tackle skills shortages

• Apprenticeships deliver real bottom line impact and will contribute to improving the productivity and competitiveness of your business

• Apprenticeships provide you with the skilled workers you need for the future – we can recruit apprentices at no cost to you or draw from your existing staff base and re-train or up skill them

• Recruiting apprentices can often be more cost-effective than hiring experienced staff, leading to lower overall recruitment costs

• Up to 100% funding is available

to support implementing Apprenticeships within your business

• Most of the learning is in your workplace, so there’s minimal disruption to your business

• Our achievement rates are higher than the national average meaning your apprentices will excel, not just succeed.

1 Source: National Careers Service

Get the right skills and experience for the future!To find out more about our Apprenticeships: Call us on 0800 101 901

Apprentices can visit learndirect.com/apprenticeships

Businesses can visit learndirect.com/business

Mandatory units• Organise and deliver customer

service• Understand customer service

management• Understand customers and

customer retention• Resolve customers’ problems• Principles of business• Manage personal and

professional development

Optional unitsYou’ll choose five to ten units from the optional section. Popular choices include:• Deliver customer service to

challenging customers• Negotiate in a business

environment• Manage diary systems• Contribute to the organisation of

an event• Buddy a colleague to develop

their skillsThis is just a selection - there are further optional units available.

Apprenticeship

Personal learning and thinking skills (PLTS) Develops valuable soft skills like: • teamworking • independent enquiry • effective participation • creative thinking • self-management • reflecting on your learning

Employee rights and responsibilitiesSupports your understanding of the wider industry your employer fits into, expectations between you and your employer and laws in place to protect your safety, well-being and rights as an employee

Functional Skills qualification in English, maths and/or ITIncreases your confidence in everyday skills

Level 3 Diploma in Customer ServiceShows you understand the job role and how to do it effectively

KnowledgeDevelops your technical knowledge and understanding of your job

PracticalTraining you’ll receive on the job whilst gaining real experience

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