An image of a sign reading 'Customer Service'
An image of a sign reading 'Customer Service'
 

Customer Service

Relevant Job Roles

Level 2:

 

Job title(s) Job role(s)
Customer Service
Trainee, Assistant, 
Representative or 
Agent, plus other job
roles in which
Customer Service
Skills complement
technical skills

Communicating effectively with customers face to face, in writing, or by
telephone, resolving problems and improving customer relations, promoting
products and services, keeping records, gathering customer feedback,
working in a team, developing complementary technical skills according to
job role.

 

Level 3:

Job title(s) Job role(s)

Customer Relationship Manager, Customer Service Coordinator, Customer Service Team Leader

Communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, using software/office equipment to communicate, keeping records, gathering and analysing customer feedback and leading a
team.

Course Content

Aims & objectives of this framework

The aim of this Apprenticeship framework is to provide employers in the public, private and not-for-profit sectors with a workforce that has high levels of customer service skills. By developing the knowledge and competencies required, Customer Service apprentices will be able to contribute to improved customer service delivery and increased customer satisfaction in the public and not-for profit sectors and attract new customers, improve customer loyalty and remain competitive and profitable in the private sector.

 

The main objectives are to:

Increase the supply of people with high level customer service skills to address the customer service skills gaps and shortages found in organisations of all sizes and across most sectors
1. Tap into the skills and talents of a diverse population by providing flexible entry routes into a career in Customer Service or to use as a springboard to a career in specific sector

2. Equip individuals with the skills, knowledge and experience needed to provide excellent customer service in a range of occupations and industries
3. Provide apprentices with an opportunity to develop the skills, knowledge and experience they need to progress to roles with additional responsibilities and onto further and higher
 education, if they wish to do so.

 

Level 2 - Intermediate Apprenticeship in Customer Service
Framework Components:

 

No.

Ref no.

Title

Awarding organisation

Credit Value

Guided learning hours

B1l

601/3424/0

Pearson BTEC Level 2 Diploma in Custromer Service (QCF)

Edexcel

45

245-305

 

50087009

Functional Skills qualification in English Level 1

Edexcel

5

30

 

50089067

Functional Skills qualification in Mathematics Level 1

Edexcel

5

30

   

Personal Learning and Thinking Skills

     
   

CFA ERR Workbook

     

 

Duration

  • Minimum of 12 months

Level 3 - Advanced Apprenticeship in Customer Service
Framework Components:

No.

Ref no.

Title

Awarding organisation

Credit Value

Guided learning hours

B1k

601/3478/1

Level 3 NVQ Diploma in Customer Service

Edexcel

455

289-372

 

50086832

Functional Skills qualification in English Level 2

Edexcel

5

30

 

50089079

Functional Skills qualification in Mathematics Level 2

Edexcel

5

30

   

Personal Learning and Thinking Skills

     
   

CFA ERR Workbook

     

 

 Duration

  • Minimum of 18 months

Entry Requirements

There are no mandatory entry requirements for this Apprenticeship framework. However, employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a "can do" attitude and have basic numeracy and literacy skills on which to build their customer
service skills.

 

Where to find us:

TrainPlus Ltd

73a High Street

Wickford

SS12 9AQ


Phone: 01268 574299

Email: info@trainplus.co.uk

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