Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider
INSPIRO LEARNING LIMITED

Training course
Customer service specialist (level 3)

What you'll learn
Course contents Business focused service delivery:

• 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

Providing a positive customer experience:

• Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
• Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Provide a customer-oriented product experience and explain to a customer the full financial impact and benefits of owning and using a car
• Negotiate with customers during the sale of a vehicle
• Drawing up a new vehicle offers including, e.g. insurance, financing, trade-in, accessories, date of delivery for a vehicle ordered from the factory
• Collaborate and communicate with the wider team including workshop and management to deliver an amazing customer experience

Working with customers/customer insights:

• Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
• Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer Service performance:

• Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
• When managing referrals or escalations take into account historical interactions and challenges to determine next steps

Service Improvement:

• Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
• Make recommendations based on your findings to enable improvement
• Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training schedule
Training will be delivered using a combination of virtual classroom, remote learning and face-to-face block release weeks at our state-of-the-art training centre. Successful applicants must be prepared to travel to the Volkswagen Group National Learning Centre in Milton Keynes to complete their apprenticeship training. All training-related costs are fully covered as part of the programme, including travel, accommodation, and meals. In the workplace, your personal, dedicated mentor will support your continued learning as you apply the skills and knowledge you have gained through the remote sessions and at the Volkswagen Group National Learning Centre.

Qualifications Received
On successful completion of the 18-month apprenticeship programme, you will receive the following qualification (or the equivalent qualification for your devolved nation): Customer Service Specialist Level 3

Requirements

Essential qualifications
GCSE in:

• English (grade 9-4)
• Maths (grade 9-4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience

About this employer

ŠKODA is driven by something different. What are you driven by? We are looking for ambitious, dynamic, and enthusiastic people to join our apprenticeship programme. If you are customer focused, forward thinking and want to learn, then we can give you the life and technical skills you need to be part of our team.

https://www.skoda-apprenticeships.co.uk

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay.

Volkswagen Group (VWG) is one of the UK’s largest car retailers encompassing premium brands such as Audi, Bentley, SEAT, ŠKODA, Volkswagen, TPS, Volkswagen Group Paint and Body and Volkswagen Commercial Vehicles. This network of retailers spans the UK, providing a wide range of career opportunities.

Once your apprenticeship is complete, you will continue your learning journey and you will have the opportunity drive your career forward. Once qualified, the earning potential for a Customer Service Assistant is between £20,000 and £30,000, so it is worth considering the future opportunities beyond the apprenticeship. Some of our apprentices have gone on to become team leaders and managers within the retail network or even joined our team at Head Office in Milton Keynes.

Ask a question

The contact for this apprenticeship is: INSPIRO LEARNING LIMITED
The reference code for this apprenticeship is VAC2000058771.

Apply now

Closes in 19 days (Monday 2 November 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.