Step into Business (Customer Service) Apprenticeship

Apprentices will be supported through the first steps of their professional journey and develop the knowledge, skills and behaviours required for their future career whether this be in, for example, business, customer support or hospitality. In a programme designed by local employers for local employers, the Apprentice will gain core skills around brand awareness and customer support, but also gain digital badges, learn about resilience and understand how their personal brand can make a positive impact for them and their employer.

Topics include:

• Understanding your organisation’s core values and how they link to the service culture
• Knowing how to use systems, equipment and technology to meet the needs of your customers
• Understanding the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective
• Using a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery
• Treating customers as individuals to provide a personalised customer service experience
• Taking ownership from the first contact and then take responsibility for fulfilling your promise

Example job role: Customer Support Staff.

You will achieve:

• Customer Service Apprenticeship Level 2
• End Point Assessment
• Digital Training
• Microsoft skills

Next steps: Apprentices can progress onto The Advanced Apprenticeship in Business and full time employment.

Every employer is different and therefore the entry requirements can vary. As a guide, you ideally need GCSE grade 4 in English and Maths. However, we will work with you and provide additional support to help you achieve their requirements, either prior to your Apprenticeship or during the delivery of your programme.

You will have access to a Learning Resource Centre (LRC). There is a refectory in Victoria House.