The main purpose of this qualification is to be ‘professional’ for a direct customer support within all sectors and organisation types. The apprentice will be acting as a referral point for dealing with customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. It can be in many types of environments: contact centres, retail, webchat, service industry, and many other customer service points.

What the apprentices will learn:

• providing a positive customer experience
• written and verbal communication skills
• how to handle complaints or pass them onto a manager
• managing complex situations calmly and efficiently
• understand the impact customer service has on an employer’s reputation

Duration: The apprenticeship will take a minimum of 15 months to complete depending on experience.

Entry Requirements: Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.

Link to professional registration: Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Level: Level 3.

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