Customer Service Apprenticeships Level 2 & 3 with Technical Certificates

The Customer Service apprenticeship is ideal for those currently working within your customer service or client services departments and for new recruits to your business. Customer service skills are essential across a variety of roles across a wide range of industry sectors. As the qualification is work based all the assessments are work based and planned in advance with you and your employee to occur every 4-6 weeks.

Customer Service apprenticeships with The Training Forum can help develop your business, find out more by arranging a meeting with one of our advisors; simply call 020 8956 2520 or Request a callback

Qualification levels

The Customer Service apprenticeship is split between two levels, Level 2 (equivalent to 5 GCSEs grades A-C) and Level 3 (equivalent to 2 A Levels grades A-C). The units are varied across each level and have several optional units to choose from to ensure that the qualification is tailored to your employee and business requirements.

Aim

To improve world-wide competitiveness, UK companies need to have a work-force that is equipped with a high level of skills and knowledge. Apprenticeships aim to achieve this as:

• They offer a quality vocational route into the individual’s chosen occupational area
• They provide the right qualifications and experience for the individual, and for the employer and industry
• They lay the foundations of a career path in the chosen occupational area
• They offer breadth and flexibility which meet both the general needs of the occupational area and the specific needs of the employer and individual

Benefits of Customer Service apprenticeship

Through gaining this qualification your employee will be able to:

1. Understand customer service to improve service delivery
2. Improve the customer relationship
3. Use customer service as a competitive tool

L2 Customer Service Intermediate Apprenticeship Factsheet

Apprenticeships have been introduced to give young people access to the occupational area of their choice along with training to the relevant Competence-based qualification at a minimum of Level 2. The frameworks for all Apprenticeships are developed by the industry in which they are to be implemented, and so provide the foundation skills a young person needs to enter the industry. The Apprenticeship framework for Customer Service is implemented by the Council for Administration (CfA). Further information can be found at http://www.cfa.uk.com.

Requirements

To achieve the Apprenticeship in Customer Service learners must achieve the following components:

EDI Level 2 NVQ Certificate in Customer Service - Candidate Pack (780 KB)

EDI Level 2 NVQ Certificate in Customer Service Tech - Specification (327 KB)

EDI Level 2 Customer Service Apprenticeship Factsheet (33 KB)

EDI Level 2 NVQ Certificate in Customer Service

This qualification is aimed at individuals who are starting a career in a customer facing role. It is suitable for all age groups: for those thinking of entering employment for the first time; for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. This qualification gives the foundation to future progression in a range of different roles, which involve customer contact.

The EDI Level 2 NVQ Certificate in Customer Service is part of the Apprenticeship framework for Customer Service.

Aim

The aim of this qualification is to contribute to the skills and overall performance of the Customer Service industry’s workforce. It provides an insight into the principles and processes involved in the delivery of customer service. It enables learners to improve their skills within a job role, or provides preparation for the next step in a career. It is suitable both for learners whose job is primarily customer service and those for whom customer service is a supplementary role. Learners demonstrate competence through building a portfolio of evidence in a customer service related work environment.

Credit

The EDI Level 2 NVQ Certificate in Customer Service has a credit value of 28.

Progression

Learners may progress onto a related higher level vocational qualification or use achievement of the qualification to gain employment in the sector.

Level 3 Customer Service Advanced Apprenticeship

Apprenticeships have been introduced to give young people access to the occupational area of their choice along with training to the relevant Competence-based qualification at a minimum of Level 2. The frameworks for all Apprenticeships are developed by the industry in which they are to be implemented, and so provide the foundation skills a young person needs to enter the industry. The Apprenticeship framework for Customer Service is implemented by the Council for Administration (CfA). Further information can be found at http://www.cfa.uk.com.

Aim

To improve world-wide competitiveness, UK companies need to have a work-force that is equipped with a high level of skills and knowledge. Apprenticeships aim to achieve this as:

• They offer a quality vocational route into the individual’s chosen occupational area
• They provide the right qualifications and experience for the individual, and for the employer and industry
• They lay the foundations of a career path in the chosen occupational area
• They offer breadth and flexibility which meet both the general needs of the occupational area and the specific needs of the employer and individual.

Requirements

To achieve the Apprenticeship in Customer Service learners must achieve the following components:

EDI Level 3 NVQ Certificate in Customer Service - Candidate Pack (2529 KB)

EDI Level 3 NVQ Certificate in Customer Service Tech - Specification (399 KB)

EDI Level 3 Customer Service Apprenticeship Factsheet (132 KB)

BENEFIT TO EMPLOYER

Apprenticeships ensure that your workforce has the practical skills and qualifications your organisation needs now and in the future. The mixture of on the job and classroom based learning ensures they learn the skills that work best for your business, giving you increased productivity, improved competitiveness and a committed and competent workforce. Training apprentices is more cost effective than hiring skilled staff, leading to lower overall training and recruitment costs*. *(Survey conducted by Populus on behalf of the Learning and Skills Council) February 2009

Apprentices tend to be eager, motivated, flexible and loyal to the company that invested in them. Remember, an apprentice is with you because they want to be – they have made an active choice to learn on the job and a commitment to a specific career

BENEFIT TO THE EMPLOYEE

Apprenticeship programmes provide a structured paid national training route within the workplace, which is supported with ongoing professional development. You will have the opportunity to undertake a ‘portfolio’ of skills and qualifications that will allow you to progress within your work environment and/or progress to both further and higher education, if necessary.