Apprenticeships - L2 Apprenticeship in Customer Service

The Apprenticeship in Customer Service at level 2 requires completion of the following components:- . Competence Based Element: Level 2 Diploma in Customer Service . Knowledge Based Element: Level 2 Certificate In Customer Service . Functional Skills: Mathematics & English Level 1 . Employment rights & responsibilities The NVQ certificate in Customer Service requires completion of a minimum of 28 credits:- . 8 credits must be completed from the Mandatory Units . A further 20 credits must be achieved by completing a minimum of one unit from each of the four Optional Groups; . At least 11 of these 20 credits must be at Level 2 Each Unit of competence has a credit value. There are two mandatory units which are:- . Communicate using customer service language . Follow the rules to deliver customer service The remaining credits must be acquired from the following option groups: . Impression and Image . Delivery . Handling problems . Development and improvement - You must therefore select at least one unit from each of these groups to accrue the remaining credit value.

What are the Course Requirements?

You will need to be working in a Customer facing role such as customer service assistant, customer adviser, contact centre operator and have a good standard of Maths & English.

Am I right for the course?

Do you have good communication skills and enjoy working as part of a team? Are you able to work accurately and efficiently? Can you be diplomatic and courteous? Do you have good organisational skills and the ability to handle a variety of people on a day to day basis? Are you willing to consistently make a good impression, handle customer requests and deliver a high standard of customer service then a career in Customer Service may be right for you.

Course Content - What will I learn?

During your Apprenticeship you will learn and develop a range of skills needed to provide the high quality service that customers and employers expect.

How will I be assessed?

Through continuous assessment by observations, professional discussions, personal statements and gathering of work product evidence. A qualified College assessor will visit you in your workplace to assess your practical skills whilst you are working in your job role. Your supervisor at work will be asked for a statement to confirm competence in particular practical activities.

What Next

Progression to NVQ Level 3 Diploma or Advanced Apprenticeship in Customer Service.

TypePart Time
Start Date08/01/2017
Durationnk
Fees*POA
CampusOut Of College
Code16/17-WB2CSA1P/Z

* 16-18 years old, no tuition fees apply to Full Time courses and fees subject to confirmation. Additional costs applicable to BHS courses.

* For all two year courses fees shown above are per year.

* Aged 19+ and planning to take a level 3 or above a different fee may apply. You may be eligible for an Advanced Learning Loan.

Most of your training is carried out at your place of work through an Individual Learning Plan. This is designed to provide you with the support, supervision and work-based mentoring you will need.

An assessor will work alongside you and your employer to monitor your progress against nationally recognised qualifications within your vocational area. This ensures that while your needs – and those of your employer – are being met at a local level, the qualifications you gain meet the highest national standards.

Assessors also visit you at your workplace to see how you are putting your developing skills into practice on the job.

Classes will be taught by experienced professionals who will ensure you develop your technical knowledge and key skills.

Career progression is excellent for apprentices, and over the course of their careers, those with an Apprenticeship earn on average, £100,000 more than those without. (A Cost-Benefit Analysis of Apprenticeships and Other Vocational Qualifications, University of Sheffield, 2007)