Customer Service - Advanced Apprenticeship

Course overview

Excellent customer service is provided by people who are good with people they can; communicate with them in differing ways according to their needs, are able to work consistently and reliably to meet their expectations and help to resolve any problems they may have. Individuals who are working towards a Customer Service Apprenticeship will have the opportunity to develop these attributes whilst developing a good knowledge of their organisation's products and services and the systems used to deliver these to customers.

Good customer service is key to the success of many organisations whether they are in the business to make profit or to provide a public service. Dedicated customer service staff are therefore employed in most industries.

Customer Service employees are usually members of a team working at the front end of an employer’s business activities. They may answer customer’s enquiries; deal with their problems and deliver services, face-to-face, over the telephone, or using email. Specific duties will vary according to the sector they work in and the type and size of organisation, however their primary role will be to ensure that their customers are dealt with in a positive, reliable and pleasant way. They assist their customers in finding and delivering the goods or services they require, so need clear and up-to-date knowledge of their organisation’s products and services, policies and procedures.

This framework is ideal for individuals working in a broad spectrum of job roles across many different sectors, from government to telecommunications. However, most individuals tend to work in the service sector; in retail, financial services, call centres, hospitality or sport and recreation.

Apprenticeships are a tested way of training either a new or existing team member. An apprenticeship will provide on-the-job training which leads to an employee gaining a nationally recognised qualification which has been developed by the Sector Skills Council. The Apprenticeship framework will include the following elements;

• Customer Service – Level 3 Diploma (NVQ)
• Mathematics – Level 2
• English – Level 2
• Personal Learning & Thinking Skills
• Employment Rights and Responsibilities

Entry requirements

An employee/apprentice must be over 16 years of age with no prior level 4 qualifications or above working a minimum of 30 contracted hours per week in an appropriate occupational role

How will I be assessed?

You will be assessed againsts a set of nationally recognised standards which are set by the Awarding Body. The competence based element assessment will be via direct observation and work place supporting evidence. The knowledge based element may be assessed via a test, reflective review or assignment to confirm that you have achieved and understood the level of knowledge required. Whereas Functional Skills be be assessed via on-line tests.

What can I do next

Three months before completing this Apprenticeship framework a review will take place with yourself and your employer to discuss progression opportunties which may lead to a permanent employment contract, further study or indeed both.