Customer Service SWAP with Caffè Nero

Next course starting: Monday, June 20

Become a Caffè Nero Barista after earning an accredited Entry Level 3 Qualification in Customer Service.

Nationally accredited

100% free

A two week course

Live virtual classroom

Employment support

Entry Level 3 qualification

Join over 50,000 people who have upskilled with Strive Training!

Course Description

If you have a great attitude, bags of energy and love interacting with customers then Caffè Nero would love to hear from you! They’re hiring baristas for the West London locations. You can learn more about the opportunity on the ‘Job Details’ tab.

  • This two week course has been carefully designed to provide you with the customer service skills that Caffè Nero, and other employers, are looking for.
  • You’ll hear directly from Caffè Nero about the company and job roles
  • Each course graduate has a guaranteed interview with Caffè Nero!

Course Start Date: Monday, June 20

Course Length: This is a two week course, full-time, every day from 9:30am – 12:30pm and 1:30pm – 4:30pm.

Qualification: Entry Level 3 Certificate in Customer Service

Certified Awarding Body: City & Guilds

How Home Learning Works: Each day you will have two live, interactive Zoom sessions with our experienced and dynamic Customer Service tutor.

Course Content
  • Understand the services or products offered by the organisation
  • Learn how to best serve customers – from dealing with queries to
  • Know how to anticipate questions from customers
  • Learn the importance of active listening and clear communication with
  • Understand how using information from customers can contribute to better
    customer service
  • Learn how to dress to impress for a customer service job
  • Learn to effectively relate to both customers and colleagues
  • Discover the benefits of positive body language when dealing with customers
    and colleagues
  • Learn the organisational procedures for a particular customer service
  • Know how to maintain good data security practices when delivering customer
  • Become aware of good health and safety practices when delivering customer
  • Understand the relevant external rules in a customer service job
  • Recognise how to build effective relationships with customers and know how to signpost or refer them when required.
  • Build relationships with colleagues and plan how to work as a group.
  • Understand how to monitor referrals and recognise what social policy is and the changes it can make.
  • Recognise the importance of confidentiality and impartiality. Know the impact of GDPR.
Course Objectives:
  • By the end of this course, you’ll be able to:
  • Understand the role of customer service in an organisation and identify common
    customer service terms and processes
  • Deliver excellent customer service and avoid common missteps
  • Appropriately handle upset customers and how best to resolve complaints
  • Clarify details of queries or requests to support customer service
  • Work effectively as part of a team to resolve problems
Are you eligible to complete this qualification for free?

This qualification is 100% government funded if:

  • You were born before the 31st August 2002
  • You must currently live in England. However, anyone living in the following areas is not eligible for funding: Cambridgeshire and Peterborough, Greater Manchester, Liverpool City Region, Tees Valley, West Midlands and West of England
  • You have lived in the European Union for the last 3 years (unless you have have been given a special Visa/Residence permits that gives you the permanent right to remain)
  • Are Unemployed and can provide evidence (Subject to eligibility)
  • Can provide Identifications and relevant documentation as required
  • If on the 31st of August 2020, you were aged between 19-23, you need to have gained a full level 2 qualification (e.g. five or more GCSE/O-Levels at grades A* – C / 4 – 9, one A-Level, two/three AS-Levels, five or more CSE grade 1’s, GNVQ Intermediate, QCF Diploma Level 2)

Caffè Nero is a continental style coffee house with a neighbourhood feel. It’s a place for people to drink great coffee, relax, work, chat and enjoy watching the world go by. It’s a social meeting point that offers fresh food products served by friendly, efficient and energetic people.

They’re looking for warm, positive people who love working with others to join their team of baristas.

What you can expect:

– Brilliant training – you don’t need experience to join us as a barista
– The opportunity to grow your career and develop personally and professionally
– Unlimited free handmade drinks and up to 75% off food and packaged drinks when you’re on shift
– 50% off all handmade drinks and 10% off everything else when you’re off shift
– Performance related incentive scheme
– Recommend A Friend scheme
– Pension scheme
– Length of service recognition
– Access to Bean Box – you’ll have access to hundreds of discounts and freebies at the touch of a button. You might want cheap cinema tickets or savings at one of your favourite brands – there’s so much choice!
– A base contract of 25 hours per week (some vacancies may be lower) – however it is likely you will have the opportunity to work up to 35 hours per week.

Why choose Caffè Nero?

– When you join us, you’re joining a family – whether that’s your team, your regular customers, or your local community. At the same time as giving fantastic service you’ll have loads of fun along the way, whether that’s at a pizza night, a Caffè Nero Club party or even at the Barista of the Year event. There’s something for everyone.
– Our Baristas earn £9.60 per hour in this location.
– If you have a great attitude, bags of energy and love interacting with customers then Caffè Nero is for you!

A SWAP is a course the combined accredited qualification with a pathway to employment with a specific organisation.
Our Home Learning courses take place from the comfort of your home! You'll join a virtual classroom on Zoom.
All our courses are free for those who are unemployed, subject to eligibility.
No, you don’t need to attend our training center for any of our Home Learning courses. (Note that under normal circumstances we deliver various classroom-based courses from our training centers in Croydon, Harrow and Tottenham - learn more at
You can enroll on one course at a time, but you can do as many as you like to achieve your career goals. We are happy to give you information, advice and guidance on any courses you wish to complete.
All our Home Learning courses are assignment based, you will need to complete assignments for each of the units of the qualifications and submit them to your assessor.
Yes, there are further courses that will become available in due course, we will be keeping our website updated regularly, but if you would like to be notified please email us at
We continually try to make learning simple and transparent. Learning through our online platform is incredibly easy and you can navigate around your qualification quickly and access all the learning materials as soon as you login. Your studying should be about what you learn, not how you learn it. Which is why we make the entire process as simple as possible to help you adjust to learning online.
Of course. All our courses are accredited courses and you will receive a nationally recognised certification on achievement.
The general certification process is a minimum of 12 weeks. Due to the pandemic, the Awarding Bodies service has been impacted which can cause a delay. We are working hard to distribute all the certificates that we have received in a timely manner and we will send a text as soon as the certificates are ready. For all queries regarding certification please email us on When contacting us please include the following information: • Full Name • Title of the qualification • Contact details and address.
Next Steps

Simply complete the short form on the right. You'll then immediately be able to complete your Fast-Track online registration.

This registration process will confirm your eligibility to have your qualification 100% government funded. Join 50,000 other learners who have chosen to upskill with Strive Training - register now!

What students like you are saying