Apprenticeship in Customer Service (Intermediate)

Summary: This work based course develops the skills and knowledge needed for a wide range of careers working in customer service.








Course description: All training on this course is delivered either in the workplace, or at college on a day release basis.
Due to the varied nature of the customer service industry there are many job roles that apply to Customer Service Intermediate Apprentices. These will include job roles such as customer service trainee, customer service assistant, customer service advisor, customer service representative and customer service agent.
As a customer service apprentice you will be learning and understanding the key concepts of customer service and how to apply customer service knowledge and skills in the workplace.
For an Intermediate apprentice these skills could involve communicating with customers, building relationships with customers, resolving problems, promoting products and/or services, using appropriate communication channels, keeping records, gathering customer feedback and working in a team.
This course is recommended for any employees in a customer facing or related role who want to gain a qualification through a flexible combination of workshops and assessments in the workplace. 
Students will complete:

OCR Level 2 NVQ Diploma in Customer Service (QCF)

EDI Level 2 Certificate in Customer Service (QCF)

Employment Rights and Responsibilities (ERR)

Functional or Key Skills in Maths and English (unless exempt)
Additional measurable benefits include better team performance, productivity targets met or exceeded, quicker response time and reduced error rates.









Entry requirements: There are no formal entry requirements for this course. Apprentices who took their GCSEs more than five years ago and did not gain a C grade or above may need to take a literacy and numeracy test. Applicants will also be invited to attend a pre-enrolment interview.
Apprenticeships are open to anyone over the age of 16, whether they have just left school or have been working for years. As an apprenticeship is a work based qualification, applicants should either have an employer who has agreed to support them, or be seeking an apprenticeship position through our vacancies list. Once you have secured a position with an employer your training can begin.









Objective: Apprenticeships are work-based training programmes designed around the needs of employers, which lead to nationally recognised qualifications.









Assessment: Training and assessments are mainly delivered in the workplace though some of the content can be delivered in college. Assessment is via a variety of methods, including case studies, assignments, practical assessments and projects.









Academic progression: Successful students may progress to the Advanced Apprenticeship in Customer Service or further education in a range of other disciplines.









Career progression: Career or academic progression may include continuation, development or promotion at work into roles such as 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.









Costs: Training on the Apprenticeships programme is currently funded for apprentices aged 16 - 18 years at the time of enrolment.  An employer contribution is required for those aged either 19+ or who have a level 4 or higher qualification.