Customer Service Apprenticeships
We offer two fantastic customer service apprenticeship opportunities to develop your skills and advance your career. Whether you are just starting or looking to enhance your expertise, our Level 2 Customer Service Practitioner and Level 3 Customer Service Specialist apprenticeships provide the training and experience needed to excel in customer-facing roles.
The Level 2 Customer Service Practitioner Apprenticeship is ideal for those beginning their journey in customer service, focusing on fundamental skills such as communication, problem-solving, and customer interactions. On the other hand, the Level 3 Customer Service Specialist Apprenticeship is designed for individuals who are looking to take on more complex customer service tasks, including complaint resolution, data analysis, and leadership responsibilities. Both customer service apprenticeships provide valuable hands-on experience and industry-recognised qualifications to support career progression.
Why Choose the customer service Apprenticeship?
✅ Gain hands-on experience while earning a qualification.
✅ Develop essential skills for a rewarding career in customer service.
✅ Work in various industries, including retail, hospitality, contact centres, and online services.
✅ Learn from experienced professionals and gain valuable industry insights.
✅ Improve career prospects with recognised qualifications.
What Will I Learn?
Customer Understanding and Experience
Learn to understand both internal and external customers, their needs, and how to build strong relationships. At Level 2, focus on managing expectations, communication, and building trust. At Level 3, analyse customer behaviour, satisfaction drivers, cultural differences, and customer journeys, ensuring positive service experiences.
Business Knowledge, Product & Service Expertise
Understand your organisation’s purpose, values, policies, and the products or services you offer. At Level 2, learn how these elements shape the service culture. At Level 3, explore continuous improvement, industry best practices, and the role of customer service in the business, including complex issue resolution.
Regulations, Legislation & Compliance
Stay informed about the laws and regulations affecting your business and customer service. At Level 2, apply these principles in service delivery. At Level 3, keep up-to-date with regulatory changes and understand their impact on customer service and decision-making.
Role, Responsibility & Self Development
Understand your role and how your actions impact the organisation. At Level 2, focus on meeting responsibilities and goals, while setting personal development targets. At Level 3, apply leadership styles, proactively update service knowledge, and align personal growth with professional objectives.
Communication and Influencing Skills
Develop strong communication skills for effective service delivery. At Level 2, focus on verbal, non-verbal, and digital communication, using questioning techniques to build rapport. At Level 3, refine influencing and negotiation skills to manage complex situations and influence customer decisions.
Conflict Management & Taking Ownership
Learn how to handle conflict and take responsibility for service outcomes. At Level 2, stay calm and resolve issues effectively. At Level 3, manage difficult situations by maintaining positive relationships, finding creative solutions, and ensuring promises are met.
Feedback, Teamwork & Collaboration
Learn about document production using IT in business administration and develop best practices in written, non-verbal, and verbal communication. Enhance your ability to use IT tools for tasks like emails, letters, and data analysis.
Equality, Inclusion & Personal Presentation
Provide inclusive and personalised service while maintaining a professional image. At Level 2, treat customers as individuals and present yourself confidently. At Level 3, tailor your service approach to each customer’s needs and ensure your presentation reflects positively on your brand and organisation.
Service Improvement & Business Impact
Focus on enhancing customer service and driving business improvement. At Level 3, analyse the customer service experience, gather input, and implement improvements based on feedback, new regulations, and best practices to influence future service decisions.
Customer Service Success Stories
How Do I Get Started?
🚀 Don’t wait—apply today for business apprenticeships and take the next step in your administration career!
Training Provider
Training for the apprenticeship will be provided by HBTC’s top-notch Learning and Development Team. Our experienced tutors and assessors will guide you and your employer through your training to help you enhance your skills and excel in your role. Here are just some of the benefits from training with HBTC:
Personalised Learning Support: The team ensures that each apprentice receives tailored guidance, adapting training plans to individual learning styles and needs. This helps in better understanding concepts and applying them effectively in the workplace.
Expert Coaching and Mentoring: Experienced trainers and mentors provide continuous support, offering expert advice and constructive feedback to help apprentices progress in their roles with confidence.
Regular Progress Reviews: The Learning and Development Team conducts frequent reviews to track progress, identify areas for improvement, and provide additional support where needed. This ensures apprentices stay on track toward achieving their qualifications.
Encouragement and Motivation: The team fosters a positive learning environment, encouraging apprentices to stay motivated, overcome challenges, and reach their full potential.
By working closely with the Learning and Development Team, apprentices at HBTC receive the guidance, resources, and support needed to thrive in their careers. 🚀
“HBTC has a very distinct ‘individualised’ approach, both to their learners and their employers”.
– Graeme, Matrix Assessor
Key Info
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Customer Service Apprenticeship Level 2
Customer Service Apprenticeship Level 3
