Contact Centre Operations Apprentice (Level 2)

Course

In St Helens

£ 200 VAT inc.

Description

  • Type

    Course

  • Level

    Intermediate

  • Location

    St helens

  • Duration

    12 Months

  • Start date

    Different dates available

Working in a contact centre can provide an exciting sales environment or customer service role. You may find yourself handling complaints, using sales techniques to achieve targets or delivering excellent customer service.

Facilities

Location

Start date

St Helens (Merseyside)
St Helens College Water Street St Helens, WA10 1PP

Start date

Different dates availableEnrolment now open

About this course


This apprenticeship is suitable for those who are currently working within this sector or looking to gain employment within this sector as a Sales Team Leader, Customer Services Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst, and Contact Centre Manager.

This is dependent on your employer and on the level of the apprenticeship you apply for.

You will normally need at least grade C or above in your English and maths GCSEs. If you don't have these, don't worry. You can work towards your functional skills in English and maths alongside your apprenticeship training at St Helens College.

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Subjects

  • Customer Service
  • Sales
  • Sales Training
  • Willingness
  • Customer contact
  • Contact centre
  • Computer database
  • Customer information
  • Strong communication
  • Customer enquiries

Course programme

What type of work will I do and what qualifications will I gain?

  • Although apprenticeships will vary depending on your entry level and your employer, you will gain a range of skills from the varying tasks you complete, these could include:
  • Complying with health and safety procedures in a contact centre
  • Improving personal effectiveness at work in a contact centre
  • Using systems and technology during customer contact
  • Answering customer enquiries or passing them on to another department
  • Handling complaints and passing them on to a manager, if required
  • Entering customer information onto a computer database

You will also gain the following qualifications:

  • Competence Qualification - Level 3 NVQ Certificate in Contact Centre Operations (Edexcel)
  • Knowledge Qualifications - Level 3 Certificate in Contact Centre Operations
  • Level 2 Functional Skills Maths (NCFE)
  • Level 2 Functional Skills English (NCFE)

What skills and qualities will I need for this apprenticeship?

  • The ability to follow instructions but to also use your own initiative
  • Strong communication skills
  • The ability to develop good relationships with others
  • Flexible and adaptable
  • Punctual
  • The ability to remain calm under pressure
  • Comfortable dealing with difficult situations, such as receiving complaints
  • A positive approach
  • A willingness to develop your skills and knowledge

Additional information

As an apprentice, you will be assigned an assessor, who will visit you in the workplace to observe the tasks you complete. You will also complete a number of relevant work?related modules at the College. All of which will contribute to the overall success of your apprenticeship.

Contact Centre Operations Apprentice (Level 2)

£ 200 VAT inc.