Contact centres – sometimes known as 'call centres' – provide a way for people to get in touch with businesses and organisations. The contact centres industry is one of the fastest growing in the UK, with job opportunities in most urban areas.

Contact centre apprentices could work for a number of businesses across a range of sectors – no matter where they end up, they’ll learn all about their employer’s services and products so they can assist customers as helpfully as possible.

Employees of contact centres have to be helpful, friendly, and well informed – after all, they’re representing their company or organisation to the public. Because they spend most of their time making and/or answering calls, contact centre employees must have an excellent phone manner (and it helps if they enjoy talking to people, too).

What will I learn?

On this Apprenticeship you could be working in areas like sales, information retrieval, or account management. No matter where you end up, the same sets of skills will apply: you’ll work the phones and computer systems; listen and communicate; solve problems; and work with a team in a fast-paced environment.

Ultimately, contact centre work is about providing the best customer service possible, a valuable skill for any apprentice.

What will I need?

Good command of English language, preferably A-C English. However, the Faculty have a flexible approach.

How long is the course?

1 year.

How will I know how I am doing?

You'll be continuously assessed through a mixture of practical, written tests and assignments collated in a portfolio.

How will this help me in the future?

It could help you secure employment as a receptionist, contact centre manager, sales team manager, product specialist, sales advisor, sales team manager or customer services team leader.

How do I find out more?

Find out more about Contact Centre Appretniceships (pdf, 680kb).

You can also visit the Office Response website or call 0117 312 5020.

How to apply

You can use our application form to apply online and initial assessment testing will take place on a date to be arranged.