Customer Services

Customer Service

Course Description

Modern Apprenticeship


For those who enjoy working with the public and have the skills to turn problems in to solutions, then a career in customer services could be the opportunity of a lifetime.  A constantly evolving industry, customer services has the potential to be a satisfying and rewarding career.

The customer service modern apprenticeship provides trainees with the necessary skills for handling any issues which may arise if they are working for a product or service supplier.

Apprentices are required to demonstrate their competence in all aspects of customer service and will work with real customers in live situations.

Regular assessment and reviews will ensure apprentices achieve the required skills to successfully complete their Modern Apprenticeship.

Entry Requirements:

3 Standard grades, grade 4 or above in English, Maths and one other subject

Areas Covered

This programme covers the following areas:
  • Maintaining good customer relationships
  • Providing excellent customer service
  • Answering general enquiries and providing customer support
Mandatory Units
  • Understand customer service to improve service delivery
  • Know the rules to follow when developing customer service
  • Manage yourself
Optional Units
  • Ensure your own actions reduce risks to health and safety
  • Manage customer relations
  • Manage diary systems
  • Deal with visitors
  • Store, retrieve and archive information
  • Research and report information
  • Use word processing software
  • Use a telephone
  • Operate office equipment
  • Produce documents
  • Organise the promotion of services or products to customers
  • Organise the delivery of reliable customer services
  • Improve the customer relationship
  • Monitor and solve customer service problems
  • Work with others to improve customer service
  • Make customer service personal
Modern Apprenticeship

To achieve full MA status candidates must also complete 4 further S/NVQ enhanced units + 5 Core Skills. These core skills - Numeracy, Communications, Problem Solving, Working With Others, Information Technology - should be completed to Intermediate 1 standard.