Customer Service occupations are a growing sector. With significant growth in the 1980s and 1990s by around a quarter of a million jobs it is still an area of growth. By 2005 82% of jobs were in this area. With improving customer service seen as a priority for employers of all types and sizes nearly six in 10 organisations (59%) plan to invest more on customer service in the coming year than they did in the past 12 months. The benefits of the Customer Service Apprenticeship relate to the transferable nature of the qualification, meaning once qualified you can switch between employers or sectors to allow further and higher progression where there are opportunities.

Customer Service is essential when aiming to provide the best possible experience and acting as a direct point of contact for customers. People with good customer service skills are important regardless of the sector you work in, a doctor’s receptionist will need good customer service skills as would a travel agent, and you don’t necessarily need to have ‘customer service’ in your job title.

Dealing with the public and providing customer service can be through either a face-to-face conversation, over the phone, via email or by letter. Some examples of customer service include:

• Providing an update on the status of an order
• Processing a refund
• Dealing with a complaint
• Booking guests into their hotel room
• Helping customers’ book a holiday

What type of person is suited to this role?

As you will be interacting with members of the general public, people working in customer service need to:

• Be outgoing, confident, patient and diplomatic
• Have excellent communication skills
• Have good problem solving skills

What about career progression and salaries?

Your pay and benefits will depend on experience and the kind of employer you work for but as a guide if you choose a career that involves customer service:

• Sales advisors can expect to earn up to £15,000 per year
• Bank clerks can earn around £19,000 per year
• Experienced sales managers can earn up to £40,000 per year

Which customer focused organisations does Focus Training work with?

The NHS, WC Rowes and Subway to name a few!

Customer Service

The aim of Customer Service qualifications is to contribute to the skills, knowledge and overall performance of the industry’s workforce in a wide variety of organisations. It provides an insight into the principles and processes of the delivery of customer service and will aid career progression.

Apprenticeship details

Level 2 NVQ Certificate in Customer Service
This qualification is aimed at individuals who are starting a career in a customer facing role. It is suitable for all age groups: for those thinking of entering employment for the first time; for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. This qualification gives the foundation to future progression in a range of different roles, which involve customer contact.

Technical Element – Certificate/Award in Customer Service Level 2

Skills Element

Key Skills Communication Level 2 & Application of Number Level 1

Other Additional Study – Employment Rights and Responsibilities
Advanced Apprenticeship

NVQ Diploma in Customer Service Level 3

This qualification is aimed at individuals who are undertaking a career in a customer facing role. It is suitable for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. This qualification gives the foundation to future progression in a range of different roles, which involve customer contact.

Technical Element

Certificate/Award in Customer Service Level 2

Skills Element

Key Skills Communication Level 2 & Application of Number Level 2

Progression Routes

• Advanced Apprenticeship after Apprenticeship
• Further Education
• Higher Education
• Supervisory and management positions

For more information

If you would like advice on any Focus Training programme, finding an Apprenticeship vacancy, methods of delivery or eligibility for funding please contact us.

You can:

• Call us on 01752 348980 or 0800 0855 912
• Email us at enquiries@focus4training.co.uk
• Fill out an enquiry form and we’ll get back to you

For a full list and downloadable fact sheet please click below for the relevant level

Level 2 NVQ Certificate in Customer Service

Level 3 NVQ Diploma in Customer Service