Fact Sheet Customer Service Apprenticeships About the Industry
Employers recognise the key role customer-facing staff play in determining the quality of the customer experience and in increasing customer loyalty. Therefore there is a need to raise customer service standards and increase the supply of people with customer service skills.
Types of Jobs • • • • •
Progression Opportunities
Customer service trainee Customer service assistant Customer service advisor Customer service representative Customer service agent
• • • • •
Customer relationship manager Customer support officer Customer service team leader Customer service supervisory Customer service co-ordinator
Can I Keep Developing?
Intermediate Apprentices, with support and opportunities in the workplace will progress onto an Advanced Apprenticeship. Similarly, Advanced Apprentices with support and opportunities in the workplace will be given the opportunity to progress onto a Higher Apprenticeship.
Course Entry Requirements
There are no specific entry requirements other than meeting the Apprenticeship eligibility conditions.
What you will Study
Competence and Knowledge Qualification
Intermediate & Advanced
Transferable Skills Maths and English
Customer Service Level 2 Intermediate Apprenticeship
Employment Rights & Responsibilities (ERR)
Personal, Learning & Thinking Skills (PLTS)
Customer Service Level 3 Advanced Apprenticeship
Total minimum credit value for this pathway is 55 credits
Total minimum credit value for this pathway is 65 credits
The knowledge based elements of this qualification are part of the mandatory units.
The knowledge based elements of this qualification are part of the mandatory units.
Transferable Skills
Transferable Skills
Maths and English contributes 10 Credits.
Maths and English contributes 10 Credits.
Fact_Sheet_CS_09102014v1_Exp: Subject to change
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Fact Sheet Customer Service Apprenticeships Level 2 Competence and Knowledge Qualification. Btec Level 2 Diploma in Customer Service
Level 3 Competence and Knowledge Qualification. Btec Level 3 Diploma in Customer Service
Mandatory Units - 19 credits
Mandatory Units - 31 credits
Optional Units
Optional Units
To achieve this qualification you will need to complete all of the mandatory units and a selection of optional units to a total value of 45 Credits. We will confirm the optional unit selection with you and your employer during your programme Information Advice and Guidance Induction. • • • • •
Deliver customer service Manage personal performance and development Principles of customer service Understand customers Understand employer performance and development
Group B • Communicate verbally with customers • Communicate with customers in writing Group C • Deal with incoming telephone calls from customers • Make telephone calls to customers • Promote additional products and/or services to customers • Process information about customers • Exceed customer expectations • Deliver customer service whilst working on customers’ premises • Resolve customer service problems • ...and many more Group D • Health and safety procedures in the workplace • Manage diary systems • Provide reception services • Contribute to the organisation of an event • Buddy a colleague to develop their skills • Employee rights and responsibilities • Develop working relationships with colleagues • Principles of equality and diversity in the workplace • Processing sales orders • …and many more
To achieve this qualification you will need to complete all of the mandatory units and a selection of optional units to a total value of 55 Credits. We will confirm the optional unit selection with you and your employer during your programme Information Advice and Guidance Induction. • • • • • •
Organise and deliver customer service Understand the customer service environment Resolve customers’ problems Principles of business Understand customers and customer retention Manage personal and professional development
Group B • Develop resources to support consistency of customer service delivery • Use service partnerships to deliver customer service • Resolve customers’ complaints • Gather, analyse and interpret customer feedback • Monitor the quality of customer service interactions • Communicate verbally with customers • Communicate with customers in writing • Promote additional products and/or services to customers • Exceed customer expectations • Deliver customer service to challenging customers • ...and many more Group C • Manage team performance • Manage individuals’ performance • Negotiate in a business environment • Buyer behaviour in sales situations • Manage diary systems • Processing sales orders • Bespoke software • ...and many more
GP Strategies Training Limited - committed to equality and valuing diversity
0330 1000 610
Inspiring Success Developing Potential
www.gpsta.co.uk