Customer Service Level 2 Apprenticeship
Level 2 Intermediate Apprenticeship in Customer Service
This qualification is for individuals who are in the customer service industry. The aim of the qualification is to provide you with high levels of customer service skills. By developing the knowledge and competencies required, you will be able to contribute to improved customer service delivery, increased customer satisfaction, attract new customers, improve customer loyalty and remain competitive and profitable (in the private sector). This course is perfect for you if you work in the following roles: Customer Service Assistant, Customer Service Advisor, Customer Service Representative and Customer Service Agent. Due to the varied nature of the customer service industry this apprenticeship is not limited to these job roles and there are many others that are suitable to this apprenticeship where customer service is part of that job role and compliments it. .
The course is primarily delivered in the workplace with on and off the job guided learning.
To be eligible for the apprenticeship you must:
Duration: 12 months
Framework details: Level 2 NVQ Certificate in Customer Service, Level 2 Certificate in Customer Service (Technical Certificate), Functional Skills at Level 1 (English and Mathematics), Employee Rights and Responsibilities and Personal Learning and Thinking skills.
The Level 2 NVQ Certificate is made up of 2 Mandatory Units (8 credits) and a minimum of one unit from each of the 4 Optional Groups (minimum of 20 credits from a selection of 47 Optional Units).
Delivery: The competency qualification is achieved through an assessed portfolio (paper or electronic) of evidence. Other components are achieved through workbooks, paper and online tests.
Sample of Optional Units:
Optional Units Group B Impression and Image:
Optional Units Group C Delivery:
Optional Units Group D Handling Problems:
Optional Units Group E Development and Improvement:
Subject to funding and eligibility