Schools Apprenticeship Service
Customer Service

The Customer service apprenticeship programme is designed for schools looking to enhance their customer service offering to their parents, young people and the wider community


The programme offers apprentices and existing employees a foundation to develop skills in customer service and relations.

Although Customer service apprentices are often used in industry, the programme has become increasingly popular with schools in recent years.

Common roles filled by customer services apprentices in schools, include dealing with parents and the wider community, sales and service in relation to community facilities and supporting the operations team.

Practical Training

An Apprenticeship is all about learning on the job. However, we understand that if apprentices are providing the public face of your school, they need to be well trained. For this reason, all apprentices follow key knowledge elements of their programme in the first couple of months, and are signed off by their assessor before any customer facing activities are permitted.

90% of apprentices stay in employment after finishing their apprenticeship

Once signed off, the apprentices achieve the rest of the qualification, by showing competence in different work-based scenarios and tasks.

Typically, an Apprentice is expected to work for up to 30 hours a week for the school. They will need to be allowed up to 6 hours each week to focus on their studies.

The programme offers both Intermediate (Level 2) and Advanced (Level 3) Apprenticeships. It has been specifically designed for institutions that want to develop staff, and provide an enhanced, and innovative learning environment for all young people.


Apprentices can follow many different pathways, when they complete the programme.

A Level 2 Apprentice will often progress onto a more supervisory role as a Level 3 Apprentice, or into a Level 3 Study Programme.

Some use their understanding of customer services as a springboard into the world of work, either remaining in the School Sector, or moving into service roles within wider industry.

Level 3 Apprentices can use the qualification to gain entry onto Foundation Degree Programmes or Higher Level Apprenticeships.

Many use the fact that they have gained a high level of customer service skills to find employment in various industry sectors, such as call centres, retail, hospitality or financial services.

A school does not have to provide these progression opportunities for the Apprentices. VLUK’s IAG process will highlight to them how best to implement their newly acquired skills in pursuit of their ultimate career plans.


To achieve in any walk of life, an individual has to work hard. We expect all apprentices to give of their best.

As full time employees of your school, they have to fit in with your values and ethics, and are expected to work hard, be it in their approach to coaching or theoretical study.

A typical apprentice can expect to spend anything between 30-36 hours a week studying, training, and developing his or her work experience. There are no half measures or shortcuts to success.

A conventional timetable for PE and School:

 Admin support.
Industry Based Work & Admin support

Morning Industry Based Work.
Admin supportIndustry Based Work 

Morning Admin support.
Industry Based Work & Admin support

Morning Mentor Meeting & Industry Based Work.
Admin supportIndustry Based Work 

All day
Academic day. Independent Study. (Computer and space needed).

The timetable is an example but it can be tailored to the needs of the business. Also, working hours can be increased as long as the apprentice is paid accordingly.


Throughout the programme apprentices will be challenged both in their teaching and coaching and through studying a variety of theory units. These units will provide the essential groundwork knowledge required to establish them as valuable employees of your school.

As a school, you will be expected to provide a work-based mentor to provide essential guidance and one-to-one support to the apprentice, throughout their time with you. Through this, and with the key knowledge an apprentice learns from the VLUK sessions, the apprentice will continue to develop in your institution day-by-day, moving onto planning, leading and reviewing projects, whilst being mentored and observed.

Training is designed to develop the apprentice’s interaction skills with others and give them the knowledge and understanding of everything that is required to become a valued support coach or teacher.

The apprentice is seen as a valuable employee, so will be expected to work and conduct themselves in a professional manner at all times.

Before the end of the programme, they will be able to provide customer services to a wide range of individuals that come into contact with your school, such as parents, young people and the wider community. The programme will increase confidence, expand knowledge and enhance communication skills.


The Intermediate Apprenticeship

This Apprenticeship is designed to provide a vocational pathway into the world of Customer Service.

It is particularly suited to young adults aged 16-23 years old looking to develop a career in customer care, focussing on aspects such as delivering customer service, understanding customers and customer retention, and resolving customer problems. It is the ideal stepping stone to the Level 3 Advanced Apprenticeship.

Level 2 Intermediate Apprenticeship in Customer Service - Approximately 13 months

  • Level 2 Diploma in Customer Service
  • Level 1 Functional Skills in English and Maths


The Advanced apprenticeship

This Apprenticeship is designed to provide a vocational pathway into the execution and managing of Customer Service.

It’s particularly useful for those who already work, or aspire to work, in a Customer service setting. Designed to provide them with a greater understanding of customer service roles and the environment in which they will be operating in, this apprenticeship will provide them with the skills to; communicate effectively with customers, resolve problems, improve customer relations and gather and analyse customer feedback.

Level 3 Advanced Level Apprenticeship in Customer Service - Approximately 13 months

  • Level 3 Diploma in Customer Service
  • Level 2 Functional Skills in English and Maths
Case Studies


Secondary Academy

Apprentice 1

Role: Customer Service Apprentice: Community engagement and facilities
Deals with enquiries and bookings of community facilities, produces marketing materials, answers queries, provides analysis on use, retention, and patterns to support the community manager in future projects.


  • Increases community engagement, developing further links with community groups and clubs
  • increased revenue and use of school facilities
  • A dedicated customer services professional to deal with queries and resolve issues.
  • Improves relationships with customers, through analysis of feedback, and planning of events the customers want.

Apprentice 2

Role: Customer Service Apprentice: General Customer Service/Admin support
Welcomes guests, deals with parent enquiries, support at presentation evenings, develop and oversee a school-wide consistent customer service protocol, further admin support.


  • Dedicated customer service professional to handle and resolve issues.
  • Improved customer service with consistent protocol for dealing with stakeholders.
  • Additional support for the operations team
  • Cost-effective solution

Contact Us

  • To find out more about our Apprenticeship Service, please get in touch.

Start Date
Monthly from September 2015

Course type
Full-time Apprenticeship

Course Duration
13 months

Level 2 Intermediate Apprenticeship
Level 3 Advanced Apprenticeship

Based on National Apprenticeship wage

Apprentices need to be employed by the school

Job Roles
Typical job roles include Administration assistant, and facilities customer services assistant

Course progression
Access to further/higher education

Career opportunities
Retail, call centres, hospitality


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