Customer services manager apprenticeships - where to start
You can get into this job through
a university coursea college coursean apprenticeshipworking towards this roletraining with a professional body
You could do a foundation degree, higher national diploma or degree then apply for a place on a graduate management trainee scheme. The subject you take will depend on the industry you want to work in, for example:
- business management
- retail management
- tourism and hospitality
- financial services
You'll usually need 1 or 2 A-Levels, or equivalent, for a foundation degree or higher national diploma. You'll need 2 to 3 A-Levels, or equivalent, for a degree.
It could be helpful to do a relevant qualification, like a Level 3 or Level 4 Diploma in Customer Services. You may need 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a Level 3 course. You'll need 1 or 2 A-Levels, a Level 3 diploma or relevant experience for a Level 4 or 5 course.
You could do a customer service specialist Level 3 apprenticeship. After finishing, you could take further training to become a manager.
You may be able to do a specific higher or degree apprenticeship for your industry. For example, management Apprenticeships are available in:
- passenger transport
You'll usually need 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for a Level 3 apprenticeship. You'll need 4 or 5 GCSEs at grades 9 to 4 (A* to C) and A-Levels, or equivalent, for a higher or degree apprenticeship.
You could start as a customer service adviser and do training on the job to become a team supervisor, team leader then manager.
There are many customer service training courses, and your employer would suggest the ones most relevant to the industry you work in.
You could choose to do general management qualifications to help you get into this career, for example through the Institute of Leadership & Management or the Chartered Management Institute.
Customer services manager apprenticeships - what it takes
Skills and knowledge
- customer service skills
- administration skills
- patience and the ability to remain calm in stressful situations
- the ability to accept criticism and work well under pressure
- business management skills
- to be thorough and pay attention to detail
- the ability to work well with others
- the ability to use your initiative
- to be able to use a computer and the main software packages competently
Customer services manager apprenticeships - what you'll do
In this job, you will:
- develop customer service policies
- lead a team of customer service staff
- handle complex enquiries and complaints
- manage budgets
- make sure staff follow rules on customer data
- develop quality control procedures
- help to recruit, train and assess new staff
- keep up to date with customer service developments
You could work in an office.
You may need to wear a uniform.
Career path and progression - Customer services manager apprenticeships
You could move into a more senior position, be responsible for customer service across a region, or become a customer service director for a whole organisation.
You could also work in business development, business finance or compliance.