Apprenticeships in customer service are for those who interact with a range of customers on a day-to-day basis. These customers can be internal or external to the organisation and may involve face-to-face or telephone contact. Jobs that customer service apprentices either do or are working towards include:
- Reservation consultant
- Telesales or call centre operative
- Food and beverage team member
- Retail team member
- Hotel concierge
Customer service apprentices at Damar work in a wide range of sectors including: Law, Accountancy, Healthcare, Financial Services, Hospitality, Retail, Property, Media, Manufacturing and Distribution.
More specialist apprenticeships such as team leading or management can often follow on from customer service.
The intermediate apprenticeship is suitable for anyone who is starting out on a customer service career.
The advanced apprenticeship is suitable for staff who are taking on more responsibility and are able to make decisions when dealing with customers.
What you learn will depend on your job. In all cases you will complete:
A certificate or diploma This has two purposes. First, it will develop your knowledge and understanding of your area of work and the underpinning customer services theories that apply. Second it will ensure that you are applying your knowledge and understanding at work on a consistent and competent basis. As well as mandatory components assessing the key competencies that any customer facing role requires, such as principles of customer service, resolving customers’ problems and understanding employer organisations, a range of optional units enables us to tailor the qualification to your role.
You will be tested in a number of ways. More formal tests and written work will demonstrate your knowledge and understanding. You will demonstrate competence across all of the main areas of your job via a portfolio of evidence (which can take a variety of forms). You will work on your portfolio, in partnership with your trainer and manager, over the duration of your apprenticeship.
At the end of the apprenticeship your work will be independently marked by the awarding body for your qualification.
Functional skills in English and Maths. These functional skills qualifications are designed to ensure the apprentice has the literacy and numeracy skills that they will need for their role.