- Framework:
- Customer Services
- Level:
- 2/3
Customer Services help customers with complaints and questions and provides customers with information about products and services. The role may also involve a sales element, taking orders and processing returns.
You role may include communicating with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services. You may need to keep records of correspondence and verbal conversations. Good communication skills are essential as you will need to gather information in order to resolve a query or complaint. You may be working in a team or need to develop customer service skills to compliment an existing role.
As your role progresses you may be responsible for leading your own Customer Service Team. This will involve keeping the team motivated and gathering and analysing customer feedback to identify improvements in service levels.
Customer service skills are transferable across sectors and can be applied to many job roles. Customer Service Apprenticeships are primarily aimed at individuals whose job role is dedicated to customer service as an occupation.
Employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a "can do" attitude and have basic numeracy and literacy skills on which to build their customer service skills.
Pathway options and levels
Customer Services - Level 2
Supports the job roles of Customer Service Trainee, Assistant, Representative or Agent.
Customer Services - Level 3
Supports the job roles of Customer Relationship Manager, Co-ordinator, Customer Service Team Leader.
Further information
Duration
Level 2: 12 months
Level 3: 12 months
Progression routes
Level 2:
- Employment,
- Level 3 Apprenticeship in Customer Service; or
- other Level 3 Apprenticeships – particularly where customer service is an important part of the job.
Level 3:
- Employment
- Higher Level Apprenticeship programme
- further or higher education to undertake customer service, business related or other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, a Foundation Degree in Contact Centre Management.
Qualifications
Level 2: Diploma in Customer Service
Level 3: Diploma in Customer Service
What are the entry requirements for this pathway?
All apprenticeship pathways in Wales have entry requirements.
If you are interested in undertaking this pathway – you need to have the following entry level qualification(s);
Level 2
Level 2: No specific entry requirements. There are qualifications and experience that will help learners understand the sector prior to starting:
- held a position of responsibility at school or college; or undertaken work experience or work placement experience; or completed the Duke of Edinburgh Award or similar award; or
- achieved the Welsh Baccalaureate, including the Principal Learning Qualifications of Business, Administration and Finance, Retail Business or Hospitality; or
- achieved GCSEs or A levels; or
- achieved QCF/RQF Awards, Certificates or Diplomas.
Level 3
Level 3: No specific entry requirements. However, it is likely that Apprentices will have some prior experience in a customer service role to allow them to complete the Apprenticeship, although this is not a formal requirement.
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