Retail and Customer Service Apprenticeships

Creating positive customer experiences, that people want to talk about

Customer service and retail is all about delivering exceptional customer experiences. After all, satisfied customers are loyal customers. All companies (regardless of sector or industry) want to turn their customers into their advocates.

Working in this field you’re going to be customer-facing. True, you might interact with your customers in a range of ways (face-to-face, email, social media or over-the-phone), but your professionalism, product knowledge and people skills will always shine through.

The new Apprenticeship Standards have been created with sectors employers, so you can be sure that you're learning the knowledge and practical skills employers' really value. In the last five years over 3,000 apprentices have trained with us.

Level 2 Retailer

Duration:
12 months

Work in:

  • Department stores
  • Garden centres
  • High street chains
  • Supermarkets
  • Online and mail order businesses

As a retailer you’ll help customers purchase products and services. To do this well you need to know a lot of information about the stock being sold, the variety of ways customers can shop and pay for their chosen goods/services.

You are the face of the company and so great people skills and communication skills are a must. You’ll develop specific technical knowledge relating to relevant consumer legislation, as well as core business knowledge in marketing, merchandising and sales and promotions techniques.

This Apprenticeship Standard qualification has been designed by 13 leading employers, so you can be sure that it meets the needs of the modern retail industry. Designed by: The Cooperative, John Lewis plc, Boots and B&Q (to name a few).

Full specification: Retailer, Apprenticeship Standard

Level 2 Customer Service Practitioner

Duration:
12 months

Work in:

  • Any industry
  • Contact centres
  • Retail
  • Webchat
  • Service industry
  • Any customer service point.

Includes:

On completing the apprenticeship, you are eligible to join the Institute of Customer Service as an Individual member at a Professional level.

As a Customer Service practitioner, you will provide customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.

You can expect to greet customers, deal with orders and payments, as well as offering customer advice, guidance and support. You may be involved in fixing problems, offering after care, service recovery or gaining insight through measuring customer satisfaction.

Customer service is an essential role in modern business; you may be the first point of contact for your organisation and it’s up to you to ensure customers’ experiences are positive.

This Apprenticeship Standard qualification has been designed by 13 leading employers, so you can be sure that it meets the needs of business. Designed by: E.ON, BT, Berkeley Homes Ltd and Superdrug (to name a few).

Full specification: Customer Service Practitioner, Apprenticeship Standard

Level 3 Retail Team Leader

Duration:
12 months

Work in:

  • Department stores
  • Garden centres
  • High street chains
  • Supermarkets
  • Online and mail order businesses

Progression:

Progression from this apprenticeship could be into a junior retail management position.

Retail Team Leaders guide and coordinate staff, their work and sales within a retail environment. They provide critical support to managers, delivering exceptional customer service and a positive experience to customers.

It will be on you to make sure that your team are working together to accomplish tasks, always operating within key business procedures and processes. It’s a lot of responsibility and excellent leadership and communication skills are needed.

This Apprenticeship Standard qualification has been designed by 13 leading employers, so you can be sure that it meets the needs of the modern retail industry. Designed by: The Cooperative, John Lewis plc, Boots and B&Q (to name a few).

Full specification: Retail Team Leader, Apprenticeship Standard

Level 3 Customer Service Specialist

Duration:
15 months

Work in:

  • Any industry
  • Contact centres
  • Retail
  • Webchat
  • Service industry
  • Any customer service point

Includes:

On completing the apprenticeship, you are eligible to join the Institute of Customer Service as an Individual member at Professional level.

A Customer Service Specialist is a professional for direct customer support within all sectors and organisation types. You’re the ‘champion’ for customer service in the business/organisation.

As a customer service expert, you’re likely to be relied on to train and upskill other members of staff. You’ll be the referral point for dealing with more complex or technical customer requests, complaints, and queries.

You’ll develop the advanced experience of: customer journeys, customer insight and the IT and digital technologies that underpin exemplary customer service.

This Apprenticeship Standard qualification has been designed by 10 leading employers, so you can be sure that it meets the needs of the modern retail industry. Designed by: Boots UK, BT, Capita and Northern Power Grid (to name a few).

Full specification: Customer Service Specialist, Apprenticeship Standard

Retail and Customer Service opportunities

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