Customer Service - Advanced Apprenticeship
Hours of attendance and start date will be confirmed at interview or enrolment
Most of your training will be directly linked to the career you have chosen, gaining practical experience in the workplace, backed up by the benefits of attending college one day a week.
As an apprentice in Customer Service you will develop your employability skills and gain valuable experience in a variety of routine business related activities. You will be working in an customer service related environment where your duties will include dealing with internal and external customers. Your exact duties will depend upon your employer.
To gain the full Apprenticeship you will work towards the following qualifications:
- Competence based qualification: NVQ Level 3 Diploma in Customer Service.
This qualification is work orientated and will relate specifically to your job role.
- Knowledge based qualification: Level 3 Certificate in Customer Service
- Functional Skills in Mathematics level 2
- Functional Skills in English level 2.
You will need to have a minimum of Mathematics and English GCSEs grade C or above (or equivalent) and you will need to demonstrate an interest in customer service.
You will be continually assessed throughout your training. The assessments will take place in the college and in the workplace, plus you will take some external tests / examinations (if required). Your progress will be reviewed regularly and achievable targets set to ensure you complete your apprenticeship on time.
You could also progress in your chosen career at supervisory / management level.
Where possible, co-ordinators from the College will find you an employer and a place of work (although learners who are already employed are welcome to apply if sponsored by their employer). Your offer of apprenticeship training will be dependent upon work placements being available.
Units studied will include:
- Demonstrate understanding of customer service.
- Demonstrate understanding of the rules that impact on improvements in customer service.
Plus optional units that may include:
- Build a customer service knowledge set
- Organise the delivery of reliable customer service
- Improve the customer relationship
- Process customer service complaints
- Lead a team to improve customer service
The skills and qualities needed to succeed as a Customer Service apprentice include:
- An interest in Customer Service
- Reliability and flexibility
- The ability to work in a team as well as on your own, also self-motivated
- Good organisation, communication and computer skills
- Being able to work under pressure and to strict deadlines
- Enjoy problem solving
- Delivering excellent service
While your technical skills and knowledge will develop over the course of your apprenticeship you will also need to demonstrate to potential employers that you possess the relevant industry skills and qualities and are willing to work and learn.