Apprenticeships are planned programmes of training, learning and assessment aimed at young people.
This government-led initiative is primarily aimed at 16- to 25-year-olds, although if you’re over 25 and live in certain parts of the country you might still be able to get funding. There’s also funding available to help employers to deliver apprenticeships. The amount of funding can vary from region to region, so if you’re an employer it’s worth checking to find out what funding is available in your area:
We’ve put the frameworks together carefully to make sure people get the knowledge and skills they need to work in customer service. That’s why there is a thorough process of support and personal development throughout the apprenticeship and recognised achievement at the end.
Customer Service Apprenticeships for England and Wales
There are four apprenticeships in customer service available in England and Wales:
- Apprenticeship – England
- Foundation Modern Apprenticeship – Wales
- Advanced Apprenticeship – England
- Modern Apprenticeship – Wales
So far, over 110,000 people in England and over 11,000 in Wales have registered for a Customer Service Apprenticeship. The apprentices have worked in a wide variety of roles across all sectors.
New Customer Service Apprenticeship Framework 4
The new apprenticeship frameworks for customer service were introduced on 1 August 2006. The frameworks from 1 August 2006 are now framework number 4.
All new apprentices on and from 1 August 2006 need to be registered on framework 4. Apprentices already on frameworks 1,2 and 3 may be able to transfer to the new frameworks – but they’ll need to check with us first.
Clink on the links below to see the framework 4 document, new NVQ Q numbers and approved technical certificates:
Confused by some of the terms in the technical certificates? Our glossary of customer service terms is here to help.
You’ll find details of our policy on key skills, proxies and exemptions here.
Click on the links below to find Employment Rights and Responsibilities (ERR) requirements for the frameworks:
Click on these links to see the new standards and NVQs/SVQs in customer service.
Certificate application forms for the apprenticeship framework 4 are now available for downloading – just click on the links below. Please bear in mind that you can only use these for framework 4. If you’re an apprentice completing the expired frameworks (1, 2 and 3), please scroll down and continue to use the old certificate application forms.
Framework 4 Certificate application guidelines 2006
Framework 4 Level 2 Certificate application form 2006
Framework 4 Level 3 Certificate application form 2006
Old Customer Service Apprenticeship – Framework 3
The Customer Service Apprenticeship Framework No 3 expired on 31 July 2006. But you can still refer to these frameworks by clicking on these links:
Framework 3 Level 2 details 2005
Framework 3 Level 3 details 2005
Don’t forget – you can’t make a new registration on these frameworks. All new apprentices need to be registered on the New Apprenticeship Framework 4 (see above).
You can still access certificate application forms for the old frameworks by clicking on these links:
Framework 3 Certificate application guidelines 2005
Framework 3 Level 2 Certificate application form 2005
Framework 3 Level 3 Certificate application form 2005
You can download ERR induction checklists for framework 3 only here:
Framework 3 ERR induction checklist 1 2005
Framework 3 ERR induction checklist 2 2005
Expired framework number 1
If you’d like us to send you documents for the expired framework number 1 for apprentices who were registered on or before 1 December 2003, just drop us an email.