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As a Customer Service apprentice you will play an important role in the way customers value your employer’s

services and products.


Excellent Customer Service is the key to a successful business. Whether it is dealing with complaints, advising customers on processes and services or dealing with sales and after sales support, you play an important part in the customer experience.

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  • Understand who customers are

  • Understand the difference between internal and external customers

  • Understand the different needs and priorities of your customers and the best way to manage their expectations

  • Know the purpose of the business and what ‘brand promise' means

  • Know your organisation’s core values

  • Know the internal policies and procedures, including any complaints processes and digital media policies

  • Know the appropriate legislation and regulatory requirements that affect your business

  • Know your responsibility in relation to this and how to apply it when delivering service

  • Know how to use systems, equipment and technology

  • Understand types of measurement and evaluation tools available to monitor customer service levels

  • Know the targets and goals you need to deliver against

  • Understand how to build trust with a customer

  • Understand the products or services that are available from your organisation and keep up-to-date


  • Use a range of questioning skills, including listening and responding in a way that builds rapport

  • Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand

  • Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

  • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions

  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial

  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines

  • Demonstrate patience and calmness

  • Show you understand the customer’s point of view

  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations

  • Maintain informative communication during service recovery


  • Take ownership for keeping your service knowledge and skills up-to-date

  • Act on and seek feedback from others to develop or maintain personal service skills and knowledge

  • Frequently and consistently communicate and work with others

  • Treat customers as individuals to provide a personalised customer service experience

  • Demonstrate personal pride in the job


Level 2 Diploma in Customer Service is for learners who work in, or who want to work in customer service in roles such as Customer Service Advisor, Customer Service Operator, Call Centre Advisor, Help Desk Operative and Service Agent, the course covers the following areas:

  • Using a variety of methods to communicate with customers including online services

  • Resolving complaints

  • Analysing customer feedback

  • Improving customer service

  • Promoting additional services and products

  • Build and maintain customer relationships

  • Champion customer service

  • Organising events

  • Using bespoke software


The apprenticeship will take a minimum of 12 months to complete prior to taking the end-point assessment.

  • Customer Service Practitioner Level 2 qualifications


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At System Group we will provide you with all the training you need to work with customers in a professional and competent way.

As a Customer Service apprentice, you will learn skills in organising customer service, understanding the customer service environment, dealing with problems and understanding customers and customer retention.


If you are an employer who would be interested in recruiting an apprentice or enroling one of your existing employees on the apprenticeship programme, please contact us and we will help you with any queries.


0151 317 4450


System Group are a specialist training provider delivering market-leading L&D to some of the fastest growing industries around the globe. Subscribe to our mailing list to receive the latest news, regulation changes and exclusive offers.