Intermediate Apprenticeships in Customer Service

Full Time

Course Details

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Course Code

QVR2P001/BAFAP

Course Level

Level 2

Where will this course lead?

The Customer Service Apprenticeship will help individuals who are working or considering working in a customer facing role to learn and develop the wide range of skills they need to provide the high quality service that customers and employers expect.
There are two Customer Service Frameworks available to meet the differing needs of young people and employers from both large and small organisations: Intermediate Apprenticeship (level 2) and Advanced Apprenticeship (level 3).

Both levels include common components to ensure quality and consistency. These consist of the Customer Service NVQ, Key Skills, Technical Certificate, Employment Rights and Responsibilities and Personal Learning & Thinking Skills.

What will I study?

To achieve the full Apprenticeship individuals must obtain a minimum of 51 credits by completing the following;

Component Delivery/assessment method
Competence-based element:
OCR Level 2 NVQ Certificate in Customer Service (QCF) Workplace assessment (observation, professional discussion, work products, witness testimony, written/verbal answers to questions)

Knowledge-based element:
EDI level 2 Certificate in Customer Service (QCF) Two mandatory units;
? Workbook assessment
? Online test
Key Skills:
Level 1 Application of Number
Level 1 Communication Two assignments. Online revision (one-to-one support arranged if required). Online tests (one for each key skill)
Employment rights and responsibilities:
CFA ERR Employment rights and responsibilities workbook
Personal Thinking and Learning Skills (PLTS)
Independent enquirers
Creative thinkers
Reflective learners
Team workers
Self-managers
Effective participants Skills are likely to be embedded within the evidence generated for the above qualifications.
Additional activities will enable individuals to fulfil all six requirements

How will this course be delivered?

This is primarily aimed at individuals who undertake a customer service role and recognise that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.
It is suitable for individuals:
- Who have particular customer service and administrative job roles
- Who are working in a customer service environment
- Whose role is to provide service to customers

What qualifications will I get?

NVQ Certificate in Customer Service (QCF)

How will I be assessed?

Within the workplace

How do I get a place on the course?

For further information please contact:
Tel: 0121 678 7000
Email: enquiries@solihull.ac.uk
Web: www.solihull.ac.uk

What are the entry requirements?

Applicants will need to have good communication skills, enjoy working with people and be committed to providing excellent customer service.
Details of previous work experience, prior achievement and the scope of an individual's job role enables learners to embark on the Apprenticeship best suited to their development needs.

What else do I need to know?

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Solihull College offers full time and part time courses for businesses and residents in Birmingham, Walsall, Wolverhampton, Coventry Warwickshire and the whole of the West Midlands.

What can I do after this course?

Intermediate apprentices, with support and opportunities in the workplace, can progress onto:

- The Level 3 Advanced Apprenticeship in Customer Service
- Other Level 3 Advanced Apprenticeships - particularly where customer service is an
important part of the job such as Business & Administration, Retail, Hospitality and Travel & Tourism the Advanced (14 - 19) Diplomas in a range of related sectors, including Business,
- Administration and Finance, Public Services, Hospitality and Retail
- Further education to undertake customer service, business related or other qualifications

With additional training, Intermediate apprentices may be able to progress in their careers to roles including customer relationship manager, customer service executive officer, customer service delivery co-coordinator, customer service team leader, customer service supervisors and managers, senior customer service advisers or a wide range of other Customer Service related roles.

Is there anything else I will have to pay for in order to do this course?

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Contact

Blossomfield Campus

Solihull College
Blossomfield Road
Solihull
B91 1SB

Tel: 0121 678 7000
Minicom: 0121 628 7005
Email: enquiries@solihull.ac.uk
Internet: www.solihull.ac.uk

Have you got a question about this course?

Please contact Admissions on 0121 678 7000 with any queries.

Course Details