Course Content

Knowledge: Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation: Business Knowledge and Understanding; Customer Journey knowledge; Knowing your customers and their needs/ Customer Insight; Customer service culture and environment awareness; 

Skills: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice; Resolve complex issues by being able to choose from and successfully apply a wide range of approaches; Find solutions that meet your organisations needs as well as the customer requirements. 

Behaviours: Proactively keep your service, industry and best practice knowledge and skills up-to-date; Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation; Team working; Equality; Presentation;

Downloadable content


Those with an annual wage bill of less than £3m do not pay the Apprenticeship Levy. Instead, 95% of each apprenticeship is funded by the government whilst a 5% investment is required by the employer to enhance the skills of their employee.

  • Employers are also be eligible for a £1000 incentive payment if the apprentice is aged 16 – 18.
  • Employers with less than 50 employees and where the apprentice is aged 16 – 18, the government will fund 100% of the apprentice and are eligible for a £1000 incentive payment.
  • Employers with those aged 19+ the government will continue to fund 95% of the apprenticeship programme whilst a 5% investment is required by the employer.

Businesses can manage this through the Apprenticeship Service online account.

Take a look at our Guide to Supporting Smaller Employers PDF.

For more information and guidance on this service then please get in touch with our team, who can give you further information.