PM Training Prospectus 2015-16 2015/2016 Prospectus | Page 25

Customer Service

Key facts

Apprenticeship
Level 2 - Intermediate

12 - 18 months
minimum duration

Level 3 - Advanced

This apprenticeship provides you with the skills to be part of the customer service
industry. Being able to communicate with customers both verbally, in writing
and online are skills which can be applied to hundreds of job roles across many
different sectors. Most customer service apprentices work in retail, finance, call
centres, hospitality or sport and recreation businesses.

Qualifications
Level 2 Diploma in Customer Service
Level 3 Diploma in Customer Service
Functional Skills in English and maths, if required
Employment Rights and Responsibilities (ERR)

Typical units covered

A customer serv
ices
manager could
earn
a starting salary
of
£19,000+ per ye
ar
plus bonuses an
d
commission

Principles of customer service
Developing customer relationships
Resolve customers’ complaints
Deal with incidents through a contact centre
Communicating with customers

Entry requirements and who is it for?
You must complete an initial assessment identifying prior learning and experience in
order to ensure this apprenticeship is the correct pathway. You will also need to show
enthusiasm, commitment and interest in the subject area.

To apply for an apprenticeship visit www.pmtraining.org.uk/apprenticeships

Functional skills in English
and maths support up to
Level 2, (equivalent to GCSE
Level) if required
Earn while you learn with
on-the-job training and a wage
We work with over 1000 local
businesses to find you the
right placement for your
apprenticeship
Depending upon your
apprenticeship framework, you
may be required to attend one
of our training centres for a
day or block release as part of
your training
You can enter this
apprenticeship through
the following pathways
- Study programme
- Traineeship
-  r apply online for specific
o
vacancies when available

Where could this lead
You could progress into roles
including a customer services
assistant, telesales assistant,
customer services manager, or
even a call centre manager

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