CUSTOMER SERVICE INTERMEDIATE APPRENTICESHIP

Course

In Hornchurch

£ 200 VAT exempt

Description

  • Type

    Course

  • Level

    Intermediate

  • Location

    Hornchurch

  • Duration

    18 Months

Employers recognise the key role customer-facing staff play in determining the quality of the customer experience and in increasing customer loyalty. In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. Therefore there is a need to raise customer service standards and increase the supply of people with customer service skills. Employers across all sectors, regardless of whether their main business is customer service or if they wish to train staff to undertake customer service as part of their job role, need to up skill their current workforce and recruit new staff. Customer service apprenticeships have a major role to play in this by helping employers address the skills gaps and shortages that they are experiencing, and by providing a vehicle for introducing and raising customer service skills in the workplace.

Facilities

Location

Start date

Hornchurch (Essex)
See map
Ardleigh Green Road, RM11 2LL

Start date

On request

About this course

GCSE Maths Grade E or Functional Skill in Maths Level 1;
GCSE English Language Grade E or Functional Skill in English Level 1;
Working in a job role such as Customer Service Trainee, Assistant, Representative or Agent.

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Reviews

Subjects

  • Customer Service Skills
  • Staff
  • Customer Service
  • Play
  • Customer Manager
  • Customer Management
  • Customer Service Delivery
  • Customer Service Team
  • Functional Skill
  • Customer Service Executive Officer

Course programme

By the end of your apprenticeship you will have achieved:

  • Level 2 Diploma in Customer Service;
  • Functional Skill in Maths Level 1 (if required);
  • Functional Skill in English Level 1 (if required);
  • Employee Rights and Responsibilities;
  • Personal Learning and Thinking Skills.

Intermediate apprentices, with support and opportunities in the workplace, can progress onto:

  • Level 3 Advanced Apprenticeship in Customer Service;
  • Other Level 3 Advanced Apprenticeships – particularly where customer service is an important part of the job such as Business Administration, Retail, Hospitality and Travel & Tourism;
  • Advanced (14 – 19) Diplomas in a range of related sectors, including Business, Administration and Finance, Public Services, Hospitality and Retail;
  • Further education to undertake customer service, business related or other qualifications;
  • Full time employment.

With additional training, intermediate apprentices may be able to progress in their careers to roles including Customer Relationship Manager, Customer Service Executive Officer, Customer Service Delivery Co-ordinator, Customer Service Team Leader, Customer Service Supervisors and Managers, Senior Customer Service Advisers or a wide range of other Customer Service related roles.

Course Assessment Method

Where the qualification does not specify the use of a particular assessment method, then learners can be assessed by a range of methods including; Direct observation of tasks or activities, examination of work products produced by learners (e.g. diary notes, site notes, completed reports), examination of witness testimonies from people, other than the assessor, who are prepared to provide statements detailing specific details of learners’ performance, review of records of ‘question and answer’ sessions covering specific aspects of the knowledge and understanding and Professional discussion. All of these assessment methods will build your portfolio of evidence.

CUSTOMER SERVICE INTERMEDIATE APPRENTICESHIP

£ 200 VAT exempt