Customer service and administration

Who is this Apprenticeship for?

·        Individuals working in customer-facing roles who are looking to build foundational skills and progress in their careers

·        Team members who regularly interact with customers and are responsible for delivering high-quality service across various channels

·        Employees in sectors such as retail, finance, hospitality, healthcare, and public services, where effective customer service is essential to business success

Are there any entry requirements?

·        For apprentices aged 16–18:
Applicants should provide evidence of GCSE grades 1/G or above in English and Maths (or equivalent). If these qualifications have not yet been achieved, support will be available throughout the apprenticeship to help learners meet the required standards

·        For apprentices aged 19 and over:
While GCSEs in English and Maths at grade 1/G or above (or equivalent) are beneficial, they are not mandatory. Initial assessments may be used to identify any support needs

·        Additional Requirements:
Employers may set their own entry criteria based on the specific demands of the role or sector

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education or employment. The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs, arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional and national economy.

What will the Apprenticeship cover?

Knowledge

·        Organisation: Understanding the business, its purpose, and how your role contributes

·        Customer Experience: Knowing what makes excellent customer service and how to deliver it

·        Regulations and Legislation: Awareness of laws and policies affecting customer service

·        Systems and Resources: Using tools and systems to support customer interactions

·        Product and Service Knowledge: Understanding what the organisation offers

·        Customer Types: Recognising different customer needs and expectations

Skills

·        Communication: Using appropriate language and tone across various platforms

·        Influencing: Persuading and guiding customers effectively

·        Interpersonal Skills: Building rapport and maintaining positive relationships

·        Personal Organisation: Managing time and tasks efficiently

·        Dealing with Conflict: Handling complaints and difficult situations professionally

Behaviours

·        Ownership: Taking responsibility for customer interactions and outcomes

·        Teamwork: Collaborating with colleagues to improve service

·        Professionalism: Demonstrating integrity, reliability, and respect

·        Adaptability: Responding positively to change and feedback

·        Self-Development: Continuously improving through learning and reflection

·        Team Working: Collaborate effectively with colleagues to enhance customer service outcomes

Course Delivery

Apprentices will typically attend one of our Darlington-based training centres - Coleridge Centre (DL1 5AJ) or Bennett House (DL1 5PT) - for 3 to 6 hours per week. These sessions offer a supportive and structured environment where learners can develop their knowledge and practical skills, complete coursework, receive timely feedback, and prepare for their End Point Assessment.

The rest of the week will be spent in the workplace, allowing apprentices to apply their learning in real-world situations. This practical experience helps reinforce their understanding and supports the development of essential knowledge, skills, and behaviours.

Alternatively, this apprenticeship can be delivered remotely, offering flexibility to suit individual and employer needs.

The programme is designed to be completed over a typical duration of 18 months.

End Point Assessment Methods

·        Practical observation

·        Apprentice Showcase (Portfolio)

·        Professional discussion (supported by a portfolio of evidence)

Progression Routes

Apprentices could progress to:

·        Customer Service Level 3, Business Administrator Level 3 or Team Leader Level 3 apprenticeships

·        Roles such as:

o   Customer Service Advisor/Executive

o   Call Centre Representative

o   Retail/Front of House Assistant

o   Client Services Support

o   Hospitality Team Member

What do I do next?

View our latest vacancies

Or you can:

Apply for this apprenticeship area to be entered into a 'pool of candidates' -when a relevant vacancy becomes available, we will contact you.

If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area, please contact us

Who is this Apprenticeship for?

·        Customer service advisors or assistants looking to progress

·        Team members who handle complex customer service issues

·        Individuals in any sector where customer interaction is key — including retail, finance, hospitality, healthcare, and public services

Are there any entry requirements?

·        For apprentices aged 16–18:
Applicants should provide evidence of GCSE grades 4/C or above in English and Maths (or equivalent). If these qualifications have not yet been achieved, support will be available throughout the apprenticeship to help learners meet the required standards

·        For apprentices aged 19 and over:
While GCSEs in English and Maths at grade 4/C or above (or equivalent) are beneficial, they are not mandatory. Initial assessments may be used to identify any support needs

·        Additional Requirements:
Employers may set their own entry criteria based on the specific demands of the role or sector

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education or employment. The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs, arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional and national economy.

What will the Apprenticeship cover?

Knowledge Areas

·        Customer Service Culture: Understanding the principles of excellent customer service and how it supports business objectives.

·        Business Knowledge and Understanding: Awareness of the organisation’s structure, values, and external influences.

·        Customer Journey: Understanding customer needs, expectations, and how to improve their experience.

·        Regulations and Legislation: Applying relevant laws and policies, including data protection and health & safety.

·        Systems and Resources: Using digital tools and systems to manage customer interactions and data.

·        Product and Service Knowledge: Deep understanding of the organisation’s offerings to support customer needs.

·        Customer Insight and Feedback: Gathering and analysing feedback to improve service delivery.

Skills Development

·        Communication: Using appropriate language and tone across various channels.

·        Interpersonal Skills: Building rapport and maintaining positive relationships.

·        Problem Solving: Handling complaints and resolving issues effectively.

·        Influencing and Negotiation: Guiding customer decisions and managing expectations.

·        Team Working: Collaborating with colleagues to deliver consistent service.

·        Service Improvement: Identifying opportunities to enhance customer experience.

·        Performance Management: Monitoring service delivery and implementing improvements.

Behaviours Expected

·        Ownership and Responsibility: Taking initiative and being accountable for customer outcomes.

·        Professionalism: Demonstrating integrity, respect, and reliability.

·        Adaptability: Responding positively to change and feedback.

·        Continuous Improvement: Seeking opportunities to develop and improve service delivery.

Course Delivery

Apprentices will typically attend one of our Darlington-based training centres - Coleridge Centre (DL1 5AJ) or Bennett House (DL1 5PT) - for 3 to 6 hours per week. These sessions offer a supportive and structured environment where learners can develop their knowledge and practical skills, complete coursework, receive timely feedback, and prepare for their End Point Assessment.

The rest of the week will be spent in the workplace, allowing apprentices to apply their learning in real-world situations. This practical experience helps reinforce their understanding and supports the development of essential knowledge, skills, and behaviours.

Alternatively, this apprenticeship can be delivered remotely, offering flexibility to suit individual and employer needs.

The programme is designed to be completed over a typical duration of 15 months.

End Point Assessment Methods

·        Practical observation

·        Work-based project (with presentation)

·        Professional discussion (supported by a portfolio of evidence)

Progression Routes

Apprentices could progress to:

·        Team Leader/Supervisor Level 3 or Operations/Departmental Manager Level 5 apprenticeships

·        Roles such as:

o   Customer Service Team Leader

o   Customer Experience Manager

o   Client Services Executive

o   Contact Centre Supervisor

·        Further qualifications in leadership, coaching, or customer service

What do I do next?

View our latest vacancies

Or you can:

Apply for this apprenticeship area to be entered into a 'pool of candidates' -when a relevant vacancy becomes available, we will contact you.

If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area, please contact us

Who is this Apprenticeship for?

·        Individuals looking to begin a career in business administration

·        School or college leavers seeking a structured route into office-based work

·        Individuals already in employment who want to upskill

·        People transitioning from other sectors into business support roles

It is suitable for a wide range of sectors including finance, healthcare, education, and legal

Are there any entry requirements?

·        For apprentices aged 16–18:
Applicants should provide evidence of GCSE grades 4/C or above in English and Maths (or equivalent). If these qualifications have not yet been achieved, support will be available throughout the apprenticeship to help learners meet the required standards

·        For apprentices aged 19 and over:
While GCSEs in English and Maths at grade 4/C or above (or equivalent) are beneficial, they are not mandatory. Initial assessments may be used to identify any support needs

·        Additional Requirements:
Employers may set their own entry criteria based on the specific demands of the role or sector

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education or employment.

The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional and national economy.

What will the Apprenticeship cover?

Knowledge Areas

·        Organisational Understanding: Purpose, values, structure, and external influences

·        Stakeholder Management: Internal/external relationships, including international contacts

·        Regulations & Policies: Data protection, health & safety, compliance, and internal policies

·        Business Fundamentals: Change management, finance, project management

·        Processes: Payment handling, customer data, billing, and procedural improvements

·        External Environment: Market forces, supply chain, and global business context

Skills Development

·        IT Proficiency: Using multiple software tools for communication, data analysis, and financial tasks

·        Record & Document Management: Creating, reviewing, and maintaining accurate records

·        Decision Making: Applying sound judgment and seeking guidance when needed

·        Interpersonal Skills: Building relationships, influencing, and coaching others

·        Communication: Effective use of verbal, written, and digital channels

·        Quality & Continuous Improvement: Reviewing processes and sharing best practices

·        Planning & Organisation: Managing time, resources, meetings, and logistics

·        Project Management: Scoping, planning, and delivering projects using appropriate tools

Behaviours Expected

·        Professionalism: Respect, punctuality, and positive representation of the organisation

·        Personal Qualities: Integrity, reliability, motivation, and resilience

·        Performance Management: Accountability, feedback acceptance, and self-assessment

·        Adaptability: Responding to changing priorities

·        Responsibility: Ownership of team performance and project outcomes

Course Delivery

Apprentices will typically attend one of our Darlington-based training centres - Coleridge Centre (DL1 5AJ) or Bennett House (DL1 5PT) - for 3 to 6 hours per week. These sessions offer a supportive and structured environment where learners can develop their knowledge and practical skills, complete coursework, receive timely feedback, and prepare for their End Point Assessment.

The rest of the week will be spent in the workplace, allowing apprentices to apply their learning in real-world situations. This practical experience helps reinforce their understanding and supports the development of essential knowledge, skills, and behaviours.

Alternatively, this apprenticeship can be delivered remotely, offering flexibility to suit individual and employer needs.

The programme is designed to be completed over a typical duration of 15 months.

End Point Assessment

This is the final assessment and includes a:

·        knowledge test

·        portfolio-based interview

·        project presentation

Progression Routes

Apprentices can progress to:

·        Higher-level qualifications (e.g., Level 4 Business Analyst or Team Leader/Supervisor apprenticeships)

·        Employment in roles such as:

o   Office Manager

o   Executive Assistant

o   Project Coordinator

o   HR or Finance Administrator

·        Further education, including professional qualifications (e.g., ILM, AAT, or CMI certifications)

What do I do next?

• View our latest vacancies

  Or you can:

  Apply for this apprenticeship area to be entered into a 'pool of candidates' -when a relevant vacancy becomes available, we will contact you.

  If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area, please contact us