Who is this apprenticeship for?
Experienced customer service staff who deal with complex enquiries, complaints, escalations or specialist customer needs.
What will the apprentice develop?
How MI delivers it
Workplace learning supported by virtual sessions, coaching and service-improvement activity.
Learning is connected to the apprentice's real job through structured teaching, coaching, workplace activity and regular progress reviews.
Why develop someone through this programme?
Develops trusted service specialists who can resolve difficult issues, improve customer experience and support colleagues.
Assessment
Workplace customer interactions and service improvement activity support preparation for the current end-point assessment.
Progression
Senior customer service, team leadership, account management or wider service management roles.
Entry and eligibility
MI completes an initial assessment before enrolment to review the apprentice's role, existing knowledge, prior learning and support needs. Employer-specific entry requirements can also apply.