Apprenticeship training 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.
If you want to use a Customer Service Apprenticeship for a new or existing member of your team, please contact us. If you are looking to start an apprenticeship, you can view our vacancies on our vacancies page.
The apprentice will develop the skills, knowledge and behaviours required to deliver high quality products and services to customers. The services may be delivered from the workplace, digitally, or through going out into the customer’s own locality. They 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.
Apprentices will learn how to positively influence the customer experience and their level of satisfaction. They must show excellent customer service skills and behaviours as well as product and/or service knowledge. The service must be in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.
The Damar Difference
Our Customer Service Apprentices have a number of unique features which employers and apprentices can benefit from:
- Flexible training that allows the apprentice to complete all of their apprenticeship studies in the workplace
- Regular interactions with experienced coaches and subject specialists, enabling learning to be broken down into smaller, more manageable chunks
- The opportunity for apprentices across different employers to learn from each other through group workshops and discussion forums
- Specialist support to help apprentices successfully achieve their end-point assessment
Customer Service Training Delivery Model
Our unique programme is divided into distinct training blocks designed to engage and inspire our students. Each block has a clear objective and outcome, relevant content, demonstration and practice opportunity. Regular feedback is provided throughout the course. Apprentices have access to our Damar OpenLearning platform, where e-learning content is made available to develop knowledge and skills further.
The apprenticeship covers the following topics:
Skills: Gaining interpersonal skills and confidence in internal and external communications
Role: How to deal with clients and queries while learning about new products and services
Organisation: Learn how to be organised and deal with customer conflict and challenge
Relationships: Develop relationships with colleagues, customers and suppliers
Team: How to work as part of a team to deliver excellent customer service
Regulations: Knowledge of the rules, regulations and legislations of the industry
Behaviours: Learn about the importance of personal development
Systems: How to use customer relationship management systems
People of all ages and educational backgrounds can become apprentices, but there are some restrictions, the most important of which are:
- The employer and the training provider must ascertain that the apprenticeship will allow the individual to gain substantive new skills. The training therefore needs to be materially different from any prior qualification or previous apprenticeship;
- The apprentice must be employed, usually for 30+ hours a week, and work more than 50% of their time in England;
- The period of teaching and learning must be at least 12 months and, during this time, apprentices are expected to spend at least 20% of their time in “off the job” training.
Employers that pay the Apprenticeship Levy are able to pay all of the training costs from their Apprenticeship Levy account.
Employers that do not pay the levy, as well as large employers who have spent their levy budget, pay just 5% of the overall cost, with the government paying the balance. For employers with fewer than 50 employees the 5% contribution is waived for apprentices aged 16-18.
For a newly recruited apprentice, the current grants are £3,000 for employers taking on 16 to 18 year olds; £2,000 for 19-24 year olds and £1,500 at 25+.
There is never any cost to the apprentice, although apprentices’ salaries may reflect the investment being made by the employer.
Our Customer Service Practitioner Apprentices often move onto higher and/or more specialist apprenticeship pathways such as business administration, team leading and management.
The Benefits of Customer Service Training
- Achieve measurable improvements to employee knowledge, skills, behaviours and attitude - remember that customers can be both internal and external
- Gain improved customer interaction and increased customer satisfaction
- Empower teams to confidently handle dissatisfied customers – avoiding escalation
- Maintain consistency of standards across departments and office locations
- Benefit from high value, tailored training with minimal disruption to the working day
Customer Service Apprentice - Katie Lawrence
"I felt an apprenticeship was perfect for me. When I left college I knew, I knew university wasn’t for me. I wanted more independence and to start to earn my own money. If I’m honest, doing an apprenticeship is the best decision I ever made.
"Since completing my training with Damar, I have to admit that I wouldn’t of been able to do it without the support and hard work from my trainer - she really was fantastic. She was always on hand to give me any advice on my work, and to help me with anything I wasn’t sure on.
"Personally my biggest achievement is the confidence I have gained since joining Aldermore to where I am now. I am over the moon with the 100% distinction that I got in my apprenticeship. Since finishing my apprenticeship I have taken part in extra things at work other than my daily role, such as speaking in front of peers and managers and this is something I never thought I’d be able to do."
Katie was our Apprentice of the Month in May. Vic Frost, Katie's manager, said:
“It has been a wonderful journey to watch Katie grown and evolve through her apprenticeship and become so confident in the role she is doing today. I’m extremely proud of her and all that she has achieved. She is a shining example of how successful apprenticeships can be. She has a bright future ahead and I look forward to seeing her go on to great things, utilising the skills she has developed over the last 12 months”