Customer Service apprenticeships

This programme is ideal if you want to start your career in Customer Service or you already work in a Customer Service role and are looking to enhance your skills. It combines practical experience with theoretical knowledge, helping you to learn all the skills you require to deliver exceptional Customer Service.

Apprenticeship qualifications

Intermediate Apprenticeship Level 2 (12 months)

  • Level 2 NVQ Certificate in Customer Service
  • Level 2 Certificate in Customer Service
  • Personal Learning and Thinking Skills
  • Employment Responsibilities and Rights
  • Functional Skills Level 1 Mathematics
  • Functional Skills Level 1 English

Advanced Apprenticeship Level 3 (18 months)

  • Level 3 NVQ Diploma in Customer Service
  • Level 3 Certificate in Customer Service
  • Personal Learning and Thinking Skills
  • Employment Responsibilities and Rights
  • Functional Skills Level 2 Mathematics
  • Functional Skills Level 2 English
  • Functional Skills Level 2 ICT

Entry requirements
You must be employed for a minimum of 30 hours a week in a customer service role and YMCA Training may be able to help you find an employer you can complete your Apprenticeship with. You cannot have a qualification at Level 4 or above to apply for this course, you need to be living in England and can not be taking part in full-time education.

Learning methods
Your qualifications will be delivered within your workplace and sometime it may be necessary for you to attend sessions in one of our centres. You will need to do training while working as well as off-the- job training which will be discussed with you and your employer when you begin your Apprenticeship.

Assessment methods
Qualification assessments are carried out using a variety of methods such as observing you in your workplace, taped interviews, personal statements and witness testimonies. You will also need to build a portfolio of evidence.

Progression opportunities
Intermediate Apprentices, with support and opportunities in the workplace, can progress onto the Level 3 Advanced Apprenticeship in Customer Service or other Level 3 Advanced Apprenticeships, particularly where customer service is an important part of the job such as roles in business and administration, retail, hospitality and travel and tourism.

Advanced Apprentices can progress onto a Higher Level Apprenticeship programme in contact centre management, business and professional administration, leadership and management or a range of customer service positions. Further study is also possible with other professional qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management.

Career possibilities
With training, Apprentices may be able to progress in their careers to roles including Customer Relationship Manager, Customer Service Executive Officer, Customer Service Delivery Co-ordinator, Customer Service Team Leader, Customer Service Supervisors and Managers, Senior Customer Service Advisers or a wide range of other Customer Service related roles.

How to apply
You can easily apply to our apprenticeship programme by registering online