This qualification is made up of an apprenticeship, Customer Service Specialist Level 3, and a CMI Certificate in first line management. By completing these two qualifications alongside one another, learners will gain the knowledge, skills and behaviours to complete both customer service and leadership tasks.
Apprentices completing this qualification could be team leaders in customer-facing environments, and supervisors managing service, behaviour, standards and performance.
As an Apprentice completing this qualification, you will:
- Manage people in pressurised environments
- Communicate and engage with all stakeholders
- Monitor quality and service standards
- Follow compliance and implement equality and diversity
- Use problem solving skills to address issues and queries
You’ll gain transferable skills that are applicable to many job roles and industries.
Throughout your apprenticeship, you’ll benefit from:
- One-to-one workplace visits and mentoring
- Flexible virtual learning modules (VLE)
- Live remote support with industry-experienced Educators
CMI – Certificate in First Line Management
As part of this apprenticeship learners will complete a CMI Certificate in First Line Management. Apprentices and the employer will choose 3 of the units they will complete as part of their CMI certificate.
You will choose three of the following units depending on learner development requirements:
- Organisation Awareness for First Line Managers
- Approaches to Managing and Leading People and Teams
- Stakeholder Communication for First Line Managers
- Professional Development as a First Line Manager
- Delivering Organisation Activities
- Supporting People Throughout the Employee Life Cycle
- Contributing to the Management of a Project
- Supporting the Delivery of Customer Service
- Managing Meetings
- Managing Problems and Decision Making
- Developing and Sharing Good Practice
AI SMART
Heart of England Training is moving into the future with artificial intelligence, which means you are too.
Every apprentice, whatever their role or programme, benefits from our AI Smart approach, which is part of our HOET Knowledge Boost.
Built to develop practical AI confidence and real-world application, AI Smart equips learners with the knowledge and skills to use AI tools effectively, responsibly, and with purpose.
As learners progress, apprentices go beyond basic understanding by learning how to apply AI thoughtfully to solve genuine workplace challenges, support innovation, and add tangible value to their employer.
Why choose us?
- Delivered by Experts – All our education trainers have years of real-world experience working within the business environment.
- 50+ Years of Apprenticeship Excellence – We’ve been supporting learners and employers since 1971, giving us a deep understanding of how to guide you from learner to fully qualified professional.
- Rated Highly by Apprentices and Employers – We’re proud of our glowing reviews on the official government apprenticeship site, showing consistent satisfaction from past learners.
- Backed by Ofsted Praise – “Senior leaders provide strong and inclusive leadership… They are highly visible and committed to providing good-quality education and training” – Ofsted Report.
- Support Every Step of the Way – From application to employment, our friendly team is here to help you build your skills, confidence, and career.
Testimonies
“Heart of England Training have been our number one choice of training provider for the delivery of Business Administration and Customer Service Apprenticeships. Since the introduction of the apprenticeship levy they have established themselves as a highly valued and popular training provider for WCC schools too” Dan Nash, Warwickshire County Council
“The training I received was really beneficial, my educator was always available to answer questions and go through anything I needed. The resources helped me prepare for my EPA, and I could access all the information to ensure I did my best,” Jess, Former Customer Service Apprentice
“Throughout I have had lots of support and frequent meetings with my educator. I have also had 1 to 1 sessions to assist my learning and aid me in reflecting on my practise. I feel like I could have approached anyone for support at any time which was amazing.” Shauna, Former Customer Service Apprentice
