Customer Service City & Guilds Modern Apprenticeship

Course Overview
The course is designed for people employed in a customer service capacity who wish to gain a nationally recognised qualification and study through a combination of distance learning and work based learning.
Candidates gain their Customer Service NVQ 2 qualification through the preparation of a portfolio of work-based evidence to demonstrate competence.
Each candidate is allocated a personal tutor, offering guidance and support through the qualification and carrying out assessment on the employer's premises.

In addition to the NVQ, candidates are supported in the workplace and via online learning to achieve Key/Functional Skills and Technical Certificate qualifications.

Course Structure
The NVQ programme will include the following topics (which are mandatory units):
Prepare yourself to deliver good customer service
Provide customer service within the rules

And candidates then select a further five units from a list of options, which cover the following themes:

• Impression and image
• Delivery
• Handling problems
• Development and improvement
  

Candidates will be required to achieve the following level of Key/Functional Skills:

• Communications Level 2
• Application of Number Level 1

In addition to this, candidates will complete the EDI Certificate in Customer Service at Level 2.

Qualification Aims

Assessments/Examinations
The process of assessment requires the demonstration of skills together with appropriate knowledge and understanding to a specified standard. Assessment for the NVQ is based on a combination of observation, questioning and collection of evidence from the workplace.

Assessment for Key/Functional Skills will be by a combination of portfolio and examination, depending on the option selected.

The Technical Certificate is assessed by two end of course examinations.

Cost / Equipment
To be confirmed. Please contact us for more details.

Start Date
Flexible to suit the applicant.