Level 2 Apprenticeship in Customer Service

Course Delivery:

The Apprenticeship at Level 2 consists of the following qualifications;

1. OCR Level 2 Diploma in Customer Service (combined qualification)
2. Essential Skills Wales Level 1 in Communication and Level 1 in Application of Number
3. Employee Rights and Responsibilities

The QCF in Customer Service qualification is broken down into specific units. There are five mandatory units and a selection of optional units. The choice of optional units is tailored to the candidate’s duties and responsibilities.

Mandatory Units

• Deliver customer service
• Understand customers
• Principles of customer service
• Understand employer organisations
• Manage personal performance and development

Optional units from a selection including:

• Communicate verbally with customers
• Process information about customers
• Resolve customer service problems
• Develop customer relationships
• Use social media to deliver customer service

The program will be delivered by a QCF tutor/assessor through a series of half day group tutorials to cover the knowledge plus one to one sessions in the workplace to assess competence. The Essential Skills programme consists of controlled tasks and confirmatory tests which need to be taken under exam conditions.

The course is continually assessed over an 18 month period. With the support of your assessor you will undertake work based assessments, such as observations, witness testimonies, case studies, personal statements and work based evidence.