On Demand
Duration: 15 Months
Code: AVP000260P

 Course Overview 

This apprenticeship is designed to equip you with the advanced skills and knowledge needed to progress within the customer service profession. You’ll learn how to handle more complex situations – including challenging queries, technical issues, and customer complaints – while acting as a trusted referral point for colleagues across the organisation. As an expert in your company’s products and services, you will develop exceptional communication abilities, strong professional behaviours, and the confidence to support others by sharing best practice. You’ll also learn how to gather, interpret, and analyse customer feedback and data to influence service improvements and drive meaningful change. By the end of the programme, you’ll be well-prepared to step into more senior customer service roles. 

Training is delivered through a blend of workplace learning, one-to-one coaching, and structured sessions with Weston College’s industry-experienced assessors. You will also explore how customer service supports business objectives, brand reputation, and organisational success. 

Studying with us gives you a strong career advantage. You will automatically join our Business Career Excellence Hub, endorsed by leading employers who support your development throughout your programme. Through employer-led workshops, guest speakers, company visits, work experience opportunities and recruitment events, you’ll gain unparalleled access to industry insights and professional networks.  

At Knightstone Campus, you’ll train in purpose-built classrooms designed to support real-world learning, including our modern boardroom and business suite, and you’ll be supported by highly experienced tutors and assessors who have worked in respected organisations or run successful businesses themselves. Together, they will guide you through your apprenticeship and ensure you are fully prepared for your next career step. 

 What will I study? 

  • Understanding customer journeys and customer experience design 
  • Advanced communication and professional behaviours 
  • Managing complex and technical customer requests 
  • Influencing customer outcomes and providing tailored solutions 
  • Using customer insight to improve service delivery 
  • Business knowledge, brand reputation, and commercial awareness 
  • Managing your own development and contributing to team improvement 

 How will I be assessed? 

Assessment typically includes: 

  • A detailed portfolio of workplace evidence 
  • A practical observation or showcase of skills 
  • A professional discussion with an independent assessor 
  • A project or case study focusing on a service improvement topic 

 Additional Information 

Throughout your course, you will benefit from: 

  • Regular one-to-one coaching with qualified assessors 
  • Support from your employer to develop higher-level responsibilities 
  • Access to online learning resources 
  • Membership of the Weston College Career Excellence Hub 

 Entry requirements 

  • You must be employed in a customer-facing role  
  • GCSE English and maths 
  • Good literacy, communication, and organisational skills are essential 

 What can I do after this course? 

This qualification opens up a wide range of future opportunities, including roles such as:

  • Senior Customer Service Advisor 
  • Customer Service Specialist 
  • Contact Centre Team Specialist 
  • Customer Relationship Coordinator 
  • Complaints Handler or Case Manager 
  • Service Improvement Assistant 
  • Hospitality, retail, travel, or business service specialist roles 

Progression routes can also include: 

  • Team Leader/Supervisor Apprenticeship (Level 3) 
  • Operations or Departmental Manager Apprenticeship (Level 5) 
  • Specialist roles such as Sales Executive, Account Coordinator, or Customer Insights Analyst 

Many learners move into leadership positions, join customer experience teams, or progress into sector-specific career paths in finance, healthcare, local government, technology, and more.

What do I do now?

Ready to apply? – Please use the ‘apply now’ button on this page. From here you’ll be taken through to our application portal.

What to learn more? – Visit and see the facilities and chat to staff by signing up for our next open event

Have a quick question? – Use our Live Chat facility on the bottom right of this page.

Full Fee: £0.00 ?

Supported Fee: £0.00

Most people qualify for FREE tuition and material fees due to discounts we offer. Click on the icon(s) below to find out what you’ll need to pay.

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