Customer Service Apprenticeship

Qualifications

• Apprenticeship in Customer Service
• NVQ Level 2 Certificate in Customer Service
• Technical Certificate (Certificate in Customer Service) Level 2
• Functional Skill Application of Number Level 1
• Functional Skill Communication Level 1
• Employment Rights and Responsibilities (ERR)

Units covered There are a total of 28 units to choose from and are selected in line with the your job role. Some of the units available are as follows:

• Communicate effectively with customers
• Give customers a positive impression of yourself and your organisation
• Process information about customers
• Make customer service personal
• Deliver reliable customer service
• Resolve customer service problems
• Develop customer relationships

Entry requirements You must be employed for at least 30 hours/week. Who is it for? Anyone employed in the Customer Service industry working with customers. These can be external (clients/public) or internal (colleagues). CostAged 16-18

Fully funded

Aged 19-23

Fully funded for employers with less than 1000 employees. For employers with 1000+ employees, please contact us for further details.

Aged 24 and over

Total People require employers to make a contribution towards the cost for all learners aged 25 years and over, embarking on an Apprenticeship or Advanced Apprenticeship programme.

Duration 12 months (approx) Start date Available all year Assessment method There are various assessment methods available such as:

• Observation
• Examination of case history
• Product evidence
• Witness testimony
• Questioning

The qualification is assessed at the workplace and there is no requirement to go to college.

Personal qualities To work in a customer service environment you will need to have the following personal qualities:

• Team worker
• Punctual and reliable
• Able to follow instructions

Further progression On completion of this qualification, you may progress onto other Business Service qualifications such as:

• NVQ Level 3 Diploma in Customer Service
• NVQs in Business & Administration
• Contact Centre
• IT
• Sales & Telesales
• Marketing
• Social Media
• Team Leading
• Management