Overview of apprenticeship
An Intermediate Apprenticeship is a job with an accompanying skills development programme. It allows you to gain technical knowledge and real practical experience while being paid to do so. Along with functional and personal skills that are needed for your immediate job and future career you will learn through a mix of project based learning in the workplace, formal off the job training, and the opportunity to practice and embed new skills in a real work context.
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer's own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation's customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Delivery Plan and Assessment
All Apprentices must spend 20% of their of their time on programme completing Off-The-Job training, this includes independent study, internal training, and any shadow shifts. Apprentices will be supported by 1:1 meetings in the workplace by their dedicated Programme Tutor. Additional learning resources and information will be made available online to ensure a fully blended learning experience. Apprentices may be required to attend monthly taught sessions in their workplace or at a WSC location.
Learners will be required to complete an End Point Assessment at the end of their learning.
Where will this course take me?
As well as ensuring a foundation level of competence within Customer Service, this apprenticeship provides the potential progression into an Advanced Apprenticeship, or progression into a variety of roles within a variety of sectors.
Down to business, what can I do and what can I earn?
Your wage is decided by your employer however must meet the National Minimum Wage regulations https://www.gov.uk/national-minimum-wage-rates.
Whilst any entry requirements will be a matter for individual employers, typically an apprentice might be expected to have already achieved 5 GCSEs including Maths and English, Grade C or above or 4/5 (new grading). Some employers will accept other relevant qualifications and experience, including a relevant Level 2 qualification.
Apprentices without English and Maths at Level 1 must achieve these prior to taking their End Point Assessment.
On completion of the apprenticeship, you will have achieved:
- Full Customer Service Level 2 Standard.
- Skills for Success - This module is designed by West Suffolk College to ensure you have all the personal skills and behaviours to succeed in the workplace.
- Any required Functional Skills in English or Maths.
How is this funded?
Apprentices are not required to contribute financially towards Apprenticeship training.
If you are an employer with an annual wage bill of £3 million or more, you will pay into an apprenticeship levy. This levy is then used to pay for the training element of the apprenticeship course. The total figure for the Apprenticeship is negotiated before enrolment and once confirmed will be taken in monthly payments from your account directly to us or paid to us via invoice should additional fees be required.
If you are an employer with an annual wage bill of under £3 million, the Government will fund 95% of the training fee meaning you will be required to contribute 5%. You may be required to contribute additional fees which we will invoice the company for. The additional fees will be made known and negotiated prior to the Apprentice enrolment.
There are additional incentives available if you are a small employer (under 50) and if you train/recruit a 16-18 year old or 19-24 year old with an Education Health and Care Plan.
Try out our apprenticeship levy calculator here
I'm interested. What should I do now?
You apply for an Apprenticeship in the same way you would apply for a job: find an apprenticeship vacancy, send in your CV or complete an application. We can help you with applications and give you interview advice. Please view the following page on our website to see our latest Apprenticeship vacancies.
Apprenticeship Vacancies: https://www.wsc.ac.uk/find-a-course/apprenticeships/vacancies
Alternatively, you can look on the GOV.UK website to see what other Apprenticeships vacancies may be available: https://www.findapprenticeship.service.gov.uk/apprenticeshipsearch
Employers - Please contact us to speak with a member of the Apprenticeship Team for more information and to organise a face to face visit.
Days & times
Please contact us for dates and further information