Intermediate Apprenticeship Customer Service Level 2

Summary:

Apprenticeships are work-based training programmes designed around the needs of employers, which lead to nationally recognised qualifications. This Apprenticeship framework is designed for people in customer service job roles, for example Customer Service Trainees, Assistants, Representatives or Agents.

For the full Apprenticeship, learners will complete: OCR Level 2 NVQ Certificate in Customer Service (QCF), EDI Level 2 Certificate in Customer Service (QCF), Employment Rights and Responsibilities (ERR) and Functional or Key Skills in Maths and English (unless exempt). Learners will complete a minimum of 455 guided learning hours, of which 30% (or 100 hours, whichever is greater) must be off-the-job during the first 12 months. The typical length of this work based learning programme is 12 months.

Training and assessments are delivered in the workplace, except some of the content, which may be undertaken in college.

Measurable benefits include: better team performance; productivity targets met or exceeded; quicker response time and reduced error rates.

Course Length: Approximately 12 months Entry Requirements:

Apprenticeships are open to anyone over the age of 16, whether they have just left school or have been working for years. Applicants need to be; legally permitted to work in the EU, employed in a relevant job role and not taking part in full-time education. Apprentices who took their GCSE’s more than five years ago and did not gain a C grade or above will need to take a literacy and numeracy test.

Core Skills:

This course develops the skills needed to ensure effective customer service within a business environment. This course is recommended for any employees in a customer facing or related role who want to gain a qualification through a flexible combination of workshops and assessments in the workplace.

In this course learning is based around providing businesses with effective, processes and services that enable the organisation to achieve its objectives and continuously improve its performance for the customer.

Assessment:

Training and assessments are mainly delivered in the workplace though some of the content can be delivered in college. Assessment is via a variety of methods, including case studies, assignments, practical assessments and projects.

Career Progression:

Career or academic progression may include continuation, development or promotion at work or progression onto an Advanced Apprenticeship or higher education.

Costs:

Training on the Apprenticeships programme is currently funded for apprentices aged 16 - 18 years at the time of enrolment. An employer contribution is required for those aged either 19+ or who have a level 4 or higher qualification.

For more information on recruiting an apprentice or if you would like to train your existing staff please contact our Employer Partnerships Team on Freephone: 0800 328 3616 or Email:

employerpartnerships@ccn.ac.uk.

If you are interested in Apprenticeships, go to the Apprenticeship Vacancies (AV) website at

www.apprenticeships.org.uk.

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.

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