Customer Service Specialist Level 3

The Customer Service Specialist Level 3 apprenticeship is a dynamic and comprehensive program designed to equip individuals with the skills and knowledge needed to excel in the world of customer service. Developed in collaboration with industry experts, this apprenticeship provides a solid foundation for individuals aspiring to become adept in managing customer relationships across various sectors. Apprentices will delve into a range of essential topics, from understanding customer needs and resolving complex queries to utilizing digital technologies for efficient service delivery. With a strong focus on practical, real-world scenarios, this apprenticeship prepares learners to thrive in diverse customer-facing roles, ensuring they can provide exceptional service and drive customer satisfaction to new heights.

When Can I Start an Apprenticeship?

Looking for a new career, job or maybe a qualification to take your current role to the next level?

Previously apprenticeships were primarily aimed towards 16-18 year olds but government reforms introduced in March 2017 mean that there is no longer an upper age limit for commencing an apprenticeship, even if you already possess a degree or higher level qualification (all applicants must be eligible for funding).

Starting an apprenticeship is dependent on your age and whether you have secured an offer of an apprenticeship from an employer.

You can apply for an apprenticeship while you’re still at school, but you cannot start until you have officially left school and completed your exams.

You need to be 16 or over by the end of the summer holidays to start the apprenticeship. You may start an apprenticeship at 15 years of age if your 16th birthday is between the last Friday of June and 31st August and provided you have completed your exams.

Provided you have left school and have an employment offer in place, then starting employment as an apprentice can occur throughout the year.

If you successfully apply for a vacancy, you may be able to start employment straight away.

Likewise, if you are already in employment and your employer is looking to train you through an apprenticeship, sign-up and enrolment can take place quite quickly.

However, the start date for attending college for training, where required, or if delivered online, when sessions begin, will vary depending on the type of apprenticeship.

Some apprenticeships will have fixed attendance with training on-campus commencing at the start of the autumn term, with no availability for starting the training mid-year.

For other apprenticeships where the training is delivered entirely online, it may be possible to commence the training immediately.

Whichever delivery method applies, this will be communicated to you and your employer post-employment and sign-up.

Course Info
How to Apply
Employers Info
Parents and Carers Info
Course Overview

The Customer Service Specialist Level 3 apprenticeship is designed for individuals who are passionate about delivering outstanding customer service across a variety of industries. It is ideal for those who aspire to become skilled professionals in managing customer relationships, resolving complex queries, and utilizing digital tools to enhance the customer experience. This apprenticeship is tailored for individuals eager to develop advanced communication skills, critical thinking abilities, and a deep understanding of customer needs to excel in customer-focused roles.

What Will I Learn?

The Customer Service Specialist Level 3 apprenticeship is an engaging and comprehensive program designed to cultivate the skills and knowledge required to excel in customer-focused roles across various industries. This apprenticeship is crafted in collaboration with industry leaders to ensure apprentices develop a deep understanding of customer needs, effective communication strategies, and advanced problem-solving techniques.

Understanding Customer Needs:

Apprentices will learn to identify and anticipate customer needs through effective listening and observation.
Developing strategies to tailor services and solutions to meet diverse customer requirements.

Resolving Complex Queries:

Training in handling challenging customer situations with confidence and professionalism.
Utilizing critical thinking and problem-solving skills to resolve complex issues and provide satisfactory resolutions.

Effective Communication:

Mastery of verbal and written communication techniques to engage with customers across various channels.
Developing empathy and rapport-building skills to enhance the customer experience.

Digital Technologies:

Leveraging digital platforms and tools for efficient customer service delivery.
Training in the use of customer relationship management (CRM) systems and other technologies to streamline processes and enhance customer interactions.

Customer Experience Enhancement:

Focus on strategies to improve the overall customer experience, including feedback collection and analysis.
Understanding the impact of exceptional service on customer loyalty and business success.

Product and Service Knowledge:

Apprentices will gain in-depth knowledge of the products or services offered by their organization.
Understanding how product knowledge contributes to effective customer engagement and sales.

Compliance and Regulations:

Training in legal and regulatory requirements related to customer service, such as data protection and privacy laws.
Ensuring adherence to industry standards and guidelines to maintain trust and compliance.

Entry Requirements

What are the entry requirements?

Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Candidates should be working in a customer service or customer facing role. They will need to be committed to their study and be responsible for their own learning.

Assessment

How will I be assessed?

Progress throughout the apprenticeship will be assessed through a combination of on-the-job training, observations, portfolio building, and written assignments. The end-point assessment includes a synoptic project where apprentices will showcase their skills and knowledge in a practical setting, demonstrating their ability to handle complex customer interactions and provide effective solutions

What Can I Do Next?

What can I do next?

Senior practitioners could move on team leader level 3 or supervisory management apprenticeships depending on role.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

College Attendance

How often do I have to attend college?

There is no college attendance for this course – all is delivered in the workplace. Apprentices receive resources and materials via our online e-portfolio system with dedicated 1-1 tutor support to include workplace visits and observations throughout the duration of the programme.

There may also be the opportunity to attend workshops as and when these arise.  If functional skills are required you will be required to attend weekly until achieved to meet the Standards.

Before you proceed to apply for an apprenticeship, please read through the information which relates to your age group below, and then select the correct application button from the menu located further down the page.

Aged between 15 and 18

The application window for joint applications for full-time courses and apprenticeships starting in September 2024 is open from Monday 2nd October.

In order to study an apprenticeship you must have an employer willing to take you on as an apprentice and have an offer of employment in place by September, ready for enrolment.

The information below applies to those:

  • currently in year 11 and looking to study on an apprenticeship upon finishing school
  • currently in year 11 and looking to make a joint full-time and apprenticeship application, so that both options are available to be pursued upon finishing school (although you can apply for both options you will eventually need to choose between a full-time programme or apprenticeship, you cannot do both at the same time)
  • currently in year 12* on a full-time course and looking to find an apprenticeship to start after the end of the summer term

If you are interested in an Apprenticeship but do not yet have a contract of employment from an employer, we strongly advise you to apply for a full-time programme as well so you have a back-up. We will process both your full-time application and apprenticeship application until you inform us that you have secured an employer and have an Apprenticeship contract in place, at which point your apprenticeship application will take priority.

If you do have an employer with an Apprenticeship contract of employment in place, we still strongly advise that you apply for a full-time programme as well so you that you have a back-up in case this falls through.

Once you have read the above please click the red button underneath. Then click the button ’15 – 18 Years – Apply Online’ in the menu underneath this section and you will be taken to the next stage of the application process.

*If you are currently in year 12 and 13, but looking to find an apprenticeship and switch mid-year then please contact our Apprenticeship Admissions Team where they will advise you on suitable vacancies.

If you are unsure about any of the above and would like to speak to our apprenticeships team directly then please contact us using the below:

01206 712043 – Applicant Enquiries or email:

Aged 19+

In order to study an apprenticeship you must have an employer willing to take you on as an apprentice and with an offer of employment in place.

Please read through the information below and follow the information that applies to your current status.

If you have found an employer willing to take you on as an Apprentice and they are ready to put a contract of employment in place, please click the red button located underneath this section, which will take you to the first stage of the application process. Then click the button ’19+ Years – How to Apply’ where you will be taken to the next stage of the application process.

I am already in employment and my employer would like to put me through an apprenticeship

If you are already in employment then please contact our Apprenticeship Admissions Team where they will work with you and your employer to complete the sign-up and enrolment onto the programme.

01206 712043 – Applicant Enquiries or email:

I don’t have an employer

If you do not have a contract offer of employment from an employer in place then there are other options available to you:

Apply for a vacancy

Employers can recruit for apprentice positions all year round. We have apprenticeship vacancies listed on our website throughout the year in a variety of industries and with employers small, medium and large.

View our live vacancies

Join Our Talent Pool

All you have to do is complete and submit our Talent Pool application form, attend a pre-screening assessment/interview and be available when contacted. We will then send your details along with your profile to employers looking for an apprentice, inform you if you are selected for interview, and send you guidance to prepare you for interview.

Join our Talent Pool

If you are unsure about any of the above and would like to speak to our apprenticeships team directly then please contact us using the below:

01206 712043 – Applicant Enquiries or email:

Employer Application Enquiries

If you would be interested to find out more about how this apprenticeship can work for your business or already have a member of staff who this apprenticeship would be perfect for please contact us using the ‘Hire an Apprentice: Enquire Here’ button in the menu below.

Information for Employers

How is my business going to benefit from an Apprentice?

There is no doubt that excellent customer service gives “competitive edge” for organisations. Development of customer focused staff who are able to support the business in a professional way, supporting your image and brand. Trained staff also help to ensure; efficiency, repeat business and customer recommendations in line with legislation and requirements.

How can I fit this apprentice into my business?

Fill your skills gaps: an Apprentice’s training is tailored to your organisation’s needs, resulting in: A loyal, motivated work force and increased productivity by developing staff skills and expertise

Value for money: A cost effective way to attract new talent and fresh eyes into your organisation

Cost saving: We can advertise your vacancies and recruit the best candidates for your needs

Typical job roles this standard can apply to:

Any customer facing staff (or those in large organisations when international or interdepartmental “customer” interactions occur).

What about support in the workplace?

Skilled and knowledgeable staff must be available to support the apprentice as they complete work- based tasks.



Apprenticeships FAQ

How is my business going to benefit from an Apprentice?

Fill your skills gaps: an Apprentice’s training is tailored to your organisation’s needs, resulting in a loyal, motivated work force Increase productivity by developing staff skills and expertise.

Value for money: a cost effective way to attract new talent and fresh eyes into your organisation.

Cost saving: we can advertise your vacancies and recruit the best candidates for your needs.

An industry recognised professional qualification can be built into the course which your apprentice will bring back to the business, providing value for money and a return on investment in their career as well as bringing back up to date knowledge from college.

What is expected of the employer?

When taking on an apprentice, there are certain expectations that must be met by the both the employer and the apprentice. As the employer, you are expected to:

  • Pay the minimum wage for an apprentice
  • Provide a full contract of employment for your apprentice
  • Offer the same benefits package to your apprentice as other employees
  • Arrange for a workplace mentor for your apprentice
  • Deliver a safe working environment
  • Ensure opportunities are made available to allow the learning of new skills and knowledge within the apprentice’s contracted working hours
  • Ensure the apprentice is given opportunities within contracted working hours to develop maths and English skills, where a GCSE grade A-C (or higher) has not been previously attained

What will this cost my business?

Levy paying employers can access levy funds to pay for this programme, and our blended learning model can contribute to the 20% off- the-job training requirement.

The introduction of the Apprenticeship Levy in April 2017 has changed the way that government funds apprenticeships in England. All businesses operating within the UK with a wage bill of over £3million are required to contribute to the Apprenticeship Levy.

  • If the levy applies to your business you will be required to pay 0.5% of your entire wage bill into the levy. This will be offset against a levy allowance worth £15,000 for each tax year.
  • You will only be able to use your levy payment for government backed apprenticeships.
  • Levy payments will expire after 18 months.

Speak to an Advisor at our employer engagement team on 01206 712043 to make your levy payments work for you.

Levy paying employers will pay the full cost of the agreed funding band using their Digital Apprenticeship account.

Where applicable, non-levy paying employers will need to contribute 5% of the maximum funding band as published by the Skills Funding Agency for the delivery of training and assessment for their apprenticeship.

An employer contribution fee will be required for:

  • All non-levy paying employers recruiting an apprentice aged 22 or over*

*For non-levy paying employers full government funding is available for an apprentice aged between 16-21 years old and apprentices aged between 22-24 years old who have either an Education, Health and Care Plan (EHCP) or has been in the care of their local authority, where the employer employs less than 50 employees. 

Any associated cost to the individual will be made clear at the interview.

What about support in the workplace?

Skilled and knowledgeable staff must be available to support the apprentice in the workplace.

Does the apprentice have to attend college?

College attendance where required will be communicated post-application and enrolment.

Why should I choose Colchester Institute to support my recruitment and retention?

Colchester Institute is the largest college provider of apprenticeships in Greater Essex. We are experts at connecting the right people, to the right training, to the right business – and when it comes to Apprenticeships, our Apprenticeship Advisors can support your business every step of the way.

As part of our comprehensive service, we offer:

  • Fee-Free Recruitment Service: We offer recruitment assistance at no cost to you.
  • Advertisement of Apprenticeship Vacancies: We’ll promote your apprenticeship opportunities to attract the right candidates.
  • Application Management: We handle applications according to your unique criteria, ensuring a streamlined process.
  • Candidate Matching: Leveraging our extensive network, we can identify and recommend suitable candidates.
  • Pre-screening: We conduct initial assessments to ensure candidates meet course requirements.
  • Advice on Grants and Funding.

In addition, our team provides:

  • Dedicated Account Manager: You’ll have a single point of contact for personalised support.
  • Industry-Experienced Trainers: Our trainers bring real-world expertise to deliver high-quality training.
  • Bespoke Programmes: We can tailor apprenticeship programmes to align with your business goals.
  • Essex Priority Skills Focus: Our programmes are designed to address the priority skills needs of the Essex region.
  • Free Employer Events: Take advantage of networking opportunities and stay updated on industry trends through our free events.
  • Personalised Apprenticeship Levy Advice: Receive expert advice tailored to your specific needs.
  • Ongoing Support: Our team conducts regular visits, providing support and guidance to both you and your apprentice.

Partner with Colchester Institute to unlock the full potential of apprenticeships for your business. Let us help you find the right talent and develop the workforce you need for success.



Off-The-Job Training FAQ

Off-the-Job Training (OJT) is one of the key requirements for all apprenticeship standards.

Apprentices must spend 20% of their contracted working hours undertaking Off-the-Job Training, which is defined as “learning undertaken outside of the normal day-to-day working environment and leads toward the achievement of an apprenticeship.”

Off-the-Job Training must be directly relevant to the apprentice’s programme and teach them new knowledge, skills and behaviours that will help them reach competence in their occupation and ensure that apprentices are actively learning and working to attain the required knowledge and skills within their sector while enrolled in their placement program.

What does Off-the-Job Training Look Like?

Off-the-Job Training must account for at least 20% of an apprentice’s contracted working hours within their full-time employment as an apprentice.

This means that their time might be broken down like the below:

  • 5 x 7 working hours in a day = 35 working hours in a week
  • 52 working weeks in a year x 35 working hours = 1820 total working hours in a year
  • 20% Off-the-Job Training requirement of the 1820 hours = 364 hours dedicated to OJT over the course of the apprenticeship
  • This is also equivalent to the apprentice spending one day per week during their 12-month apprenticeship undertaking Off-the-Job Training

The above depends on their contracted working hours within the day and/or working week, as well as the length of their programme.

For example, Apprentices working more hours in the day and the week, as well as those whose programmes are longer than 12 months in duration, then their Off-the-Job Training requirement will still consist of 20% of their contracted hours but the total number of working hours and total time dedicated to OJT will be different the above.

Why is Off-the-Job Training Conducted within the Apprentice’s Contracted Hours?

An apprenticeship is a work-based programme, and any training that contributes towards an apprentice’s development should be included in their contracted working hours.

The Department for Education (DfE) has said that it would be unreasonable to expect an apprentice to undertake training that is part of their apprenticeship in their own time, therefore if training must take place outside of the apprentice’s working hours, then this should be recognised by both the Employer and Training Provider.

An example of this would be if an apprentice has to attend a 2-hour lecture scheduled after their working hours, then arrangements should be made by the training provider and employer for the apprentice to make up the time by leaving work 2 hours early.

What does Off-the-Job Training Include?

Off-the-Job Training can include a number of activities that can take place on or off the employer’s normal work premises.

If you are unsure of whether an activity can be regarded as Off-the-Job Training, the below questions form a useful point of reference:

  • Is the activity directly relevant to the apprenticeship?
  • Is the activity teaching new knowledge, skills and behaviours?
  • Is the learning taking place in the apprentice’s contracted working hours?

If the answers to the questions are all yes, then this counts as towards OJT. These can include:

The Teaching of Theory

This can include lectures, role playing, simulation exercises, online learning, manufacturer training and so on. Teaching theory should help the apprentice better understand their role, the topics and subjects relevant to their role and their sector in more detail.

Practical Training

This can include shadowing, mentoring, industry visits, attendance at competitions and so on. This training should practically train the apprentice and teach them skills that they can use in their current job or in a future position.

Learning Support

This refers to learning support provided by the Employer or the Training Provider. Some apprentices may require more assistance in their programme to help them reach their best potential. This includes time spent conducting projects, writing assignments and so on.

Learning support counts towards OJT to ensure that all individuals have the support needed and that all barriers to education and training are removed. This could include:

  • physical adjustments
  • access to accessibility software
  • additional revision classes
  • personal support from their Training Provider.

Time spent on assignments is also included in OJT as new knowledge, skills and behaviours can be developed while completing them.

While OJT takes place outside of normal working duties, it is possible to undergo OJT at the apprentice’s workstation. For example, OJT could include learning to use a new machine or undertaking e-learning. While conducting this training, normal working duties should not be required of the apprentice.

Off-the-Job Training can also take place at home via distance learning. If there is a program of study that the apprentice can complete online that contributes to the completion of their apprenticeship, as long as the learning package is included as part of a blended learning programme, this can be counted as an OJT activity.

The activity that the apprentice undertakes is the main focus of OJT. As long as the OJT activity actively contributes to the completion of the apprenticeship, the location matters less than the activity itself.

Essentially OJT is Employers or Training Providers setting aside time for the apprentice to improve themselves, their knowledge and/or their skills.

Off-the-Job Training cannot include:

  • Enrolment
  • Induction, including any basic safety, compliance or diversity training
  • Training to acquire knowledge, skills and behaviours that are not required in the standard or framework
  • Progress reviews or on-programme assessment needed for an apprenticeship framework or standard
  • Training which takes place outside the apprentice’s working hours*
  • English and maths (up to level 2) which is funded separately
  • Time spent on compulsory activities in the apprenticeship, including time spent on English and Maths qualifications

(*although, as mentioned before, there are exceptions if this time is made up within their working hours)

The government acknowledges that apprentices will inevitably want to spend time outside of working hours to familiarise themselves with their work. However, any personal initiative shown by the apprentice will not count towards Off-the-Job Training.

Any time that an apprentice takes to conduct OJT is counted towards their normal working hours. That means that if an apprentice is interested in undertaking training outside of their working hours, they should ask their Employer and Training Provider first and see if arrangements can be made to accommodate this.

Preparing for Off-the-Job Training?

It is the responsibility of the Employer and Training Provider to ensure that the apprentice spends 20% of their apprenticeship undertaking Off-the-Job Training. Completion of OJT must be documented and evidenced in order for the apprentice to complete the apprenticeship.

In order to comply with the funding rules, each apprentice should receive a commitment statement from the Employer/Training Provider outlining the program of training the apprentice will receive and how the Employer/Training Provider intends to spend the Off-the-Job Training time. The recipient of ESFA funding (usually the main provider) should keep, update and maintain the relevant files.

The ESFA will remain flexible about the type of evidence that should be retained and provided. They want Training Providers and Employers to use naturally occurring evidence where it is available. Many Training Providers have their own systems of collecting and storing evidence. Some examples of naturally occurring evidence might include:

  • Apprentice timesheets
  • Training logs
  • Registers
  • HR training systems

For more details and examples on how to proceed with Off-the-Job Training, you can click here to see the full OJT document from the Education and Skills Funding Agency.



Funding and Financial Support FAQ

How is the Apprenticeship funded?

The Government funds apprenticeships using the apprenticeship funding rules in place on the date the apprenticeship started. This applies to all employers, both those who pay the apprenticeship levy and those who do not.

Employers choose the training they would like their apprentice to receive throughout their apprenticeship. All new starts must follow an approved apprenticeship standard.

Each apprenticeship standard is in a funding band. These funding bands range from £1,500 to £27,000 and are paid through the employers digital apprenticeship account.

Employers can get help from the government to pay for apprenticeship training.

The amount you get depends on whether you pay the apprenticeship levy or not. You pay the levy if you’re an employer with a pay bill over £3 million each year.

Every employer who pays the levy has a digital account where they can access their levy funds to spend on apprenticeship training.

For non-levy paying employers the Government funding pays between 95% and 100% of the apprentice training costs, up to the funding band maximum. This is known as co-investment. 

What will this cost my business?

Levy paying employers will pay the full cost of the agreed funding band using their Digital Apprenticeship account.

For new starts from 1st April 2024, employers who do not pay the levy, the government will fully fund apprenticeship training costs, up to the funding band maximum for apprentices who at the start of their apprenticeship training are aged between:

  • 16 and 21 years old (or 15 years of age if the apprentice’s 16th birthday is between the last Friday of June and 31 August)
  • 22 and 24 years old and have either an education, health and care plan (EHCP) provided by their local authority or have been in the care of their local authority and their employer has fewer than 50 employees

For starts before 31st March 2024, for employers who do not pay the levy and have fewer than 50 employees, the government will fully fund apprenticeship training costs, up to the funding band maximum, for apprentices who at the start of their apprenticeship training are aged between:

  • 16 and 18 years old (or 15 years of age if the apprentice’s 16th birthday is between the last Friday of June and 31 August); or
  • 19 and 24 years old and has either an education, health and care plan (EHCP) provided by their local authority and / or has been in the care of their local authority

Non-levy paying employers taking on an apprentice who does not meet the above age and eligibility criteria will be required to pay the 5% co-investment fee.

An employer contribution fee will be required for:

  • All non-levy paying employers recruiting an apprentice aged 22 or over

For more information about funding bands, please visit Apprenticeship Funding Bands.

Any associated cost to the individual will be made clear when you speak with our employer engagement team.

For any agreed associated costs, payments will be made directly to the training provider at the point of enrolment or a payment schedule. Payment schedules can be discussed with our employer engagement team prior to signing contracts. For more information about apprenticeship contribution fees please contact our engagement team on 01206 712043.

Apprentice Minimum Wage

A National Minimum Wage for apprentices was introduced on 1 October 2010. The wage applies to all apprentices aged under 19; and apprentices aged 19 or over in the first year of their Apprenticeship.

As of April 1st 2024 the national minimum wage for apprentices is £6.40 an hour and applies to time working, plus time spent training that is part of the Apprenticeship. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year of the apprenticeship. Apprentices must be paid at least the national minimum wage rate if they’re an apprentice aged 19 or over and have completed their first year.

Employers who use apprenticeship standards to upskill existing staff should avoid reducing an employee’s salary to place them on an apprenticeship. Instead, successful completion of the apprenticeship standard can serve as an opportunity to raise an employee’s salary. It’s important to note that this salary increase is not mandatory for completing the apprenticeship but is advisable to retain valuable staff. 

Employers are free to pay above the national minimum wage and many do so, but employers must ensure that they are paying their apprentices at least the minimum wage. If an apprentice is on a higher wage, the employer must continue to pay that for the remainder of the training or until the apprentice becomes eligible for the full national minimum wage.

You must be at least:

  • school leaving age to get the National Minimum Wage
  • aged 21 to get the National Living Wage – the minimum wage will still apply for workers aged 20 and under

Current rates

These rates are for the National Living Wage (for those aged 21 and over) and the National Minimum Wage (for those of at least school leaving age). The rates change on 1st April every year.

 21 and over18 to 20Under 18Apprentice
April 2024£11.44£8.60£6.40£6.40

Apprentices

Apprentices are entitled to the apprentice rate if they’re either:

  • aged under 19
  • aged 19 or over and in the first year of their apprenticeship

Example: An apprentice aged 21 in the first year of their apprenticeship is entitled to a minimum hourly rate of £6.40.

Apprentices are entitled to the minimum wage for their age if they both:

  • are aged 19 or over
  • have completed the first year of their apprenticeship

Example: An apprentice aged 21 who has completed the first year of their apprenticeship is entitled to a minimum hourly rate of £11.44.

Financial Information and Support

Government support

Employers are not required to pay Class 1 National Insurance contributions for an apprentice, if the apprentice:

  • is under 25 years old
  • is on an approved UK government apprenticeship standard or framework (these can differ depending on UK country)
  • earns less than £967 a week (£50,270 a year)

Employers with fewer than 50 people working for them will be able to train 16-18-year-old apprentices without making a contribution towards the costs of training. The government will pay 100% of the training costs for these individuals. For individuals aged 22 years and above, the government will fund 95% of the training costs for the apprenticeship, with the employer contributing the remaining 5%. This is known as co-investment.

Levy paying employers with available funds in their digital account will fund all apprenticeship training costs. Where a levy paying employers digital account does not have enough funds to cover training costs, then co-investment rules above will apply. 

Additional payments for providers

We recognise that providers face some additional costs associated with training younger learners and those that need additional support.

Providers will get an extra £1,000 payment for supporting apprentices aged:  

  • 16 to 18
  • 19 to 24 who have either:
    • previously been in care
    • an education, health and care plan

We pay this over 2 equal instalments at 90 days and 365 days. This is on top of the funds that providers receive for training. It does not come from employer accounts.

Unlock Additional Funding for Apprenticeships in Tendring 

In collaboration with Tendring District Council and East Suffolk and North Essex Foundation Trust, an extra £1,500 is now available for employers based in Tendring. Whether you’re hiring a new apprentice or upskilling an existing staff member through an apprenticeship, this funding can be claimed. There are no age restrictions, and it can be combined with the existing funding for 16–18 year-olds. To qualify, the apprentice must be recruited with the intention of closing long term skills gaps, and the employer’s postcode must fall within the Tendring District. 

How will this additional funding be paid? 

We’ll send the payment in 3 equal instalments for each apprentice. 

To be eligible, your apprentice must complete: 

  • 90 days of their apprenticeship for your first payment 
  • 365 days of their apprenticeship for your second payment 
  • Successfully enter gateway and achieve their apprenticeship standard for your third payment 

Once the apprenticeship information has been checked, we will process the payments. 

The apprenticeship levy
The levy was introduced on 6 April 2017 and is charged at a rate of 0.5% of an employers’ pay bill, paid through PAYE on a monthly basis.

Each employer has a levy allowance of £15,000, this is not a cash payment. It works in a similar way to the personal tax allowance.

The impact of the allowance means that fewer than 1.3% of UK employers, those with an annual pay bill of more than £3 million, are liable to pay the levy. Employers in England who pay the levy
will be able to get out more than they pay in, through a 10% top-up to their online accounts.

An employer’s pay bill is made up of the total amount of the employees’ earnings that are subject to Class 1 National Insurance contributions, such as:

– wages
– bonuses
– commissions
– pension contributions

What about non-levy paying employers?

Employers with a pay bill of less than £3 million a year will not need to pay the levy.

At least 95% of non-levy paying employers’ apprenticeship training and assessment costs in England will be paid for by the government. The government will ask these employers to make a 5% contribution to the cost, paid directly to the provider, and the government covers the rest. This cost will be spread over the lifetime of the apprenticeship.

For new starts from 1st April 2024, where the employer does not pay the apprenticeship levy, the government will fund all of the apprenticeship training costs, up to the funding band maximum, for apprentices who are aged between 16 and 21 years old when they start their apprenticeship training. This removes the need for non-levy paying employers to pay the 5% co-investment cost of training if they meet the below:

  • Employers who do not pay the levy, if at the start of their apprenticeship training the apprentice is aged between 16 and 21 years old (or 15 years of age if the apprentice’s 16th birthday is between the last Friday of June and 31 August).
  • Employers who do not pay the levy and have fewer than 50 employees, if at the start of their apprenticeship training the apprentice is aged between 22 and 24 years old and has either an Education, Health and Care (EHC) plan provided by local authority and / or has been in the care of their local authority.

Non-levy paying employers taking on an apprentices who does not meet the above age and eligibility criteria will be required to pay the 5% co-investment fee.

Apprenticeship funding changes for SMEs

As of the 1st of April 2024, the government will now fully fund apprenticeships in small businesses by paying the full cost of training for anyone up to the age of 22 (previously only up to 18) – reducing costs and burdens to the business and delivering more opportunities for people of all ages to kick start their career or upskill/reskill within their current role.




Apprenticeships - Parent's FAQ

As a parent, you want the best for your children and that often means helping them to make the right decisions regarding their future (including what to do after school/college). There are a lot of options for school leavers and with such a competitive job market, a professional apprenticeship could be the right answer to ensure your son/daughter secures a career well-suited to their specific wants/needs.

Colchester Institute is the largest college provider of apprenticeships in Greater Essex and can boast achievement rates higher than national averages. This section aims to provide answers to some of the most commonly asked questions we get from parents and carers about apprenticeships.

Apprenticeships give your child the chance to work towards a fully paid qualification from Level 3 (A level equivalent) to a university degree whilst training for a high skilled job. Plans to introduce more Higher Apprenticeship routes will provide learners with a real choice between work-based and traditional degree education.

The Facts

  • The apprenticeship is designed by employers giving apprentices the skills directly relevant to the job role
  • Apprentices study for around one day a week, or in a block. Some apprentices do not attend college and complete learning through our online platforms
  • Courses can last from 1 year to 6 years if completing a degree apprenticeship
  • All tuitions fees are paid by the government and the employer
  • Apprentices are becoming the future leaders
  • Employers are looking for initiative and enthusiasm as well as grades
  • Apprentices will learn the skills employers look for but say that graduates seeking employment don’t always have:
  • Creativity, Communication, Problem Solving, Project Management and Team Work
  • 90% of apprentices stay in work when they finish
  • 71% of apprentices remain with the same employer
  • 83% of parents say they would do a degree apprenticeship themselves if they could wind back the clock
  • Apprentices must be employed for between 16 and 40 hours per week

What is an apprenticeship?

An apprenticeship is a job, with formal training that will enable your son or daughter to earn nationally-recognised qualifications whilst earning a wage Experience is the key to a great career and by putting the job at the heart of what an apprentice learns, we ensure that they learn the skills that employers really needs them to have.

As of April 1st 2024 the national minimum wage for apprentices is £6.40 an hour and applies to time working, plus time spent training that is part of the Apprenticeship. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the national minimum wage rate if they’re an apprentice aged 19 or over and have completed their first year.

Employers are free to pay above the new wage and many do so, but employers must ensure that they are paying their apprentices at least the minimum wage. If an apprentice is on a higher wage, the employer must continue to pay that for the remainder of the training or until the apprentice becomes eligible for the full national minimum wage.

Government funding is available to cover the cost of most apprenticeships, which means your son/daughter will not have to pay for any of their training – they will be debt free! Our apprenticeships last between one and six years (depending on which programme the apprentice chooses) and we provide progression routes from GCSE all the way to degree and MSc level qualifications with our own University Centre Colchester.

Will I lose any of my benefit entitlements if my child commences an apprenticeship?

Tax credits will not be affected by your child entering on to an apprenticeship; however, child benefit payments will stop once your child reaches 16 years old and officially leaves school year 11 and enters employment to commence the apprenticeship.


Customer Service Practitioner Apprenticeship
Course Outline: The course is aimed at students aged 16 and over who wish to complete an Apprenticeship in a specific vocational area.

If you are ready to make an application then please select the correct application button from the menu below.

LevelLevel 3
LocationColchester
DurationBetween 15 - 18 months
Campus / Adult Skills CentreColchester Campus
Apprenticeship Funding Band (Levy paying employers)£4,000
Employer Contribution Fee (Non-levy paying employers)£200

Disclaimer

All fees, prices and funding information shown on this page are for courses starting in the 2023-24 academic year unless stated otherwise, and are correct at the time of entering/printing information, however these may be subject to change due to factors outside of our control. The College cannot accept legal or financial liability as a result of any such changes.

Courses fees are generally not confirmed for September until June / July due to the above factors.

The course information describes programmes offered by Colchester Institute. The College takes all reasonable steps to provide courses as described, but cannot guarantee provision. The information is for guidance and does not form any part of a contract.

The College reserves the right to update and amend information as and when necessary. Colchester Institute will do its best to provide the courses shown, but may have to modify or withdraw a course depending on customer demand and other factors.