Overview of apprenticeship
An Advanced Apprenticeship is a job with an accompanying skills development programme designed by employers in the sector. 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 main purpose of a Customer Service Specialist is to be a 'professional' for direct customer support. You will be an advocate of customer service who will act as a referral point for dealing with more complex or technical customer requests, complaints and queries. You will gather and analyse data and customer information that influences change and improvements in service.
Delivery Plan and Assessment
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. Learners have 20% of their time on programme to complete Off-The-Job Training, this includes independent study, shadowing colleagues, and training sessions.
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 full competence as a Customer Service Assistant, this apprenticeship provides a foundation for potential progression into a number of career paths in the Business Sector. Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual Member Professional Level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.
Down to business, what can I do and what can I earn?
The minimum wage for apprentices is £3.90 per hour. However, the average wage for apprentices with WSC is £4.85 per hour. Your wage is decided by your employer and most will look to reward excellent progress and completion of your apprenticeship.
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 2 must achieve these prior to taking their End Point Assessment.
On completion of the apprenticeship, you will have achieved:
- Full Customer Service Specialist Level 3 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 full cost of the apprenticeship course which is £4000. This figure is divided by the duration of the Apprenticeship and you will make monthly payments from your account directly to us.
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% (£200).
There are incentives available if you are a small employer (under 50) and if you train/recruit a 16-18 year old.
Try out our apprenticeship levy calculator here
I'm interested. What should I do now?
Applicants - You can apply using the button at the top of this page, where you will then be booked in for a 1:1 with an apprenticeship advisor.
You can apply for our apprenticeship vacancies via: https://www.findapprenticeship.service.gov.uk/apprenticeshipsearch
Employers - Please contact us to speak with a member of the Apprenticeship Team and organise a face to face visit.
Days & times
Please contact us for dates and further information