Certificate in Financial Services Call Centre Operations

Summary:

The Level three Certificate in Call Centre Operations provides you with a curriculum of practical subjects covering a wide range of topics. Candidates can customise the qualification by choosing from three optional units to meet their current job needs and future career aspirations.

The qualification consists of two mandatory units: Financial Services Industry – Products and Services, and Call Centre Operations within a Financial Services Setting. These are combined with one optional unit, which can be chosen by the candidate to meet current job needs or future career aspirations.

Optional units:

• Marketing within the financial services environment
• Team development within a financial services environment
• Sales and service within a financial services environment.

Successful candidates can progress to further study, including Foundation Degrees, Honours Degrees, other professional qualifications or Level seven Diplomas in Business and Corporate Banking, Building Society Operations, Financial Services Leadership or Chartered Banker. They may also top-up with further units at the same level to achieve the Diploma in Financial Services.

The course takes up to six months to complete using a blend of supported home study and college tuition. Whilst there are no formal entry requirements for this programme of study, candidates would be expected to have a good level of numeracy and literacy and to work in an environment where the application of their learning can be maximised. Assessment for this programme is by online examination.

The Certificate will benefit anyone working within the financial services industry who seeks to gain a clearer understanding of a call and contact centre environment. The qualification enhances job-related skills by studying practical topics relevant to current industry needs.

Measurable business benefits

• Compliance with the FSA’s new regulations concerning the conduct of banking business
• Improved customer satisfaction levels
• Reduced complaints
• Improved capacity of staff to solve problems
• Increased workforce motivation.

Please contact the Advice Shop for details of costs and start dates.

Please note that although the information given is believed to be correct at the time of publication, course information, costs where applicable and attendance details may change.