Build operational, leadership and customer service skills for shop-floor teams
This apprenticeship teaches best practice in retail customer service and builds sales, merchandising and leadership techniques to develop confident, capable supervisors. Apprentices will gain knowledge of advanced sales strategies to reach new customers and leverage the brand’s market position to inspire loyalty.
They will also cover project planning, collating and interpreting data, and change management, and will explore legislation, finance, stock handling, marketing and current technology. Learners will become effective leaders who champion brand values and drive exceptional customer experience.
KEY INFORMATION
- Develop confident store supervisors to improve satisfaction, loyalty and day-to-day customer service standards
- Strengthen sales and service performance effective selling techniques and team performance against targets
- Improve complaints handling, communication with diverse customers and brand standards across all channels
APPRENTICESHIP DETAILS
Our Retail Service Excellence Supervisor apprenticeship blends core skills in leadership, communication and performance management with expertise in retail operations to develop motivational supervisors for in-store sales teams. Improve understanding of merchandising, stock and standards help to drive customer engagement and sales.
- Open cohorts start in February/March and September/October
- Closed cohorts can start at any time
- Hybrid, online and in-person delivery
- Practical experience balanced with theoretical learning
The Level 3 Retail Service Excellence Supervisor apprenticeship supports learners to take their first steps towards a career in retail management by building core skills in leadership, communication and change management.
Apprentices will gain confidence in retail project management, budgeting and stakeholder collaboration, as well as understanding how to work with internal departments such as finance, IT and sales. They will also gain skills in merchandising, brand standards and sales techniques that keep customers coming back.
On completion of this apprenticeship, learners will be inspiring junior leaders within retail settings and understand how to drive results and operational efficiency. Apprentices will also be equipped with fundamental skills in data gathering and analysis to help monitor the performance of their store and their team.
The Level 3 Retail Service Excellence Supervisor apprenticeship costs £4,000 per learner which includes End-Point Assessment.
Funding
Apprenticeships can be funded from your Apprenticeship Levy or by Government Co-Invest. If you do not pay the Levy, the Government will fund 95% of the programme, meaning you pay as little as £200 per person you enrol. We are also able to offer privately funded places for any employees not eligible for apprenticeship funding. For further information about funding options, eligibility and costs, please contact us.
Cost Includes:
- Bespoke off-the-job learning plan
- Programme Manager overseeing the learner journey and apprentice experience
- Delivery of the programme by retail experts
- Blend of sessions including online learning, webinars, in-person workshops, and individual coaching and support
- Preparation and support for End-Point Assessment
- Dedicated Client Manager
- Access to FRA resources including WGSN, LinkedIn Learning, Global Data, Business of Fashion, Fashion/Beauty Monitor and Drapers
- Online e-Portfolio
- Monthly progress report
Duration: 12–15 months
The Level 3 Retail Service Excellence Supervisor apprenticeship typically takes 15 months to complete, followed by a period of end-point assessment of approximately 3 months.
Open Cohort Intakes
February/March
September/October
Enquire now to secure places for your team
Closed Cohorts
We can begin a closed intake apprenticeship at any time that suits your brand. We require a minimum of 10 learners to offer a closed cohort for Level 3 Retail Service Excellence Supervisor.
For our closed-access programmes, we can devise a flexible programme and delivery model to support the needs of your business – please get in touch to find out more about the options available.
End-Point Assessment for this programme is delivered by Education For Industry Awards
- Practical observation with Q&A
- Work-based project and interview
- Professional discussion with portfolio of evidence
1. Business & Brand
Supervisors develop an understanding of how the business operates within its wider market context, exploring business strategy, culture and brand positioning, and how brand reputation is built and protected. Supervisors will align team behaviours with brand values and business objectives.
2. Commercial Sales & Service
Supervisors will focus on delivering strong sales and service performance through people, including how to support promotions, use effective selling techniques, manage team performance and drive continuous improvement. Emphasis is placed on customer satisfaction, commercial awareness and leading teams with confidence and emotional intelligence.
3. Customer Journey
Supervisors navigate the end-to-end customer journey, from first interaction through to resolution and follow‑up, covering the handling of complaints, building positive customer relationships, managing service level expectations, gathering and reporting information, and communicating effectively with diverse customers.
4. Service Culture
Supervisors build their understanding of professional conduct, compliance and responsible service delivery, learning about legal and governance requirements, environmental awareness and business compliance, alongside how to communicate and cascade information clearly to reinforce a positive, consistent service culture.
5. Professional Development
Supervisors develop the personal and professional skills needed to lead themselves and others effectively, looking at methods of motivation, managing conflict, collaborative working, knowledge sharing and team dynamics, helping supervisors manage workloads and support high performance in themselves and their teams.
6. Strategic Improvement
Supervisors are introduced to structured improvement and change activities, developing skills in project management, resource planning and performance analysis, using insights from the end‑to‑end customer journey to contribute to service improvements, commercial performance and operational effectiveness.
EFI Training have provided an incredible development opportunity for a number of our 'top talent' employees.
Katie Battersby, Head of Learning, Development & Culture, Space NK