This is usually a one year programme for members of the team who are just embarking on their career in a customer service environment. This could be face to face contact with customers, or via telephone, e-mail etc. There are many options within the programme, so that the training can be tailored to suit your individual needs, but the apprenticeship would typically include things like:

• Planning & organising your work.
• Communicating with customers.
• Solving customer problems.
• Making a positive impression of yourself and your organisation.

Plus many other options depending on the needs of your business and your apprentice.

The apprenticeship will include achievement of:

• Level 2 Customer Service Practitioner Standard.
• Level 1 or 2 Functional Skills in English / Maths (although exemptions may apply).
• The NCFE Level 2 Certificate in ‘Principles of Customer Service’ can be included as an optional extra qualification.
• The Properytmark Level 3 Award in ‘Residential Letting & Property Management’ can be included as an optional extra qualification.

To be eligible, the apprentice must:

• Be working in a suitable environment with appropriate opportunities to develop their customer service skills.
• Be employed with at least a one year contract.
• Be working at least 30 hours per week.
• Be aged 16 or over.

Read more about Level 2 Customer Service Practitioner Apprenticeship on instituteforapprenticeships.org, or for more details contact Gold Standard.