Customer Service Apprenticeship
Introduction to the trade:
Good customer service is key to the success of any business or organisation. It is all about making people feel valued and respected. In a competitive market, good customer service can make a huge difference to a company's performance - enhancing its reputation and helping to ensure repeat custom. If you are the type of person who likes to help with solving people's problems, dealing with any issues they may have and putting their minds at ease then an apprenticeship in customer service may be for you. There are opportunities for customer service staff in all types of organisations that involve dealing with people. You will develop skills to provide excellent customer service, and this can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.
Each apprentice has a nominated Business Development Officer who will provide co-ordination between the employer, the College and the apprentice, giving continuity and support throughout the apprenticeship.
What qualifications will I gain?
Intermediate Apprenticeship (Level 2)
- Level 2 NVQ Diploma in Customer Service - This is the Knowledge and competency part of the qualification and essential for you to achieve the full apprenticeship. This part shows that you are competent in performing the skill, trade or occupation your apprenticeship requires. This can be completed within 12 months.
- Functional Skills - Providing you with a good level of literacy and numeracy. Level 1 English, and Level 1 maths
Advanced Apprentice (Level 3)
You would have already achieved a Level 2 Intermediate Apprenticeship in Customer Service in order to progress to the Advanced Apprenticeship.
- Level 3 NVQ Diploma in Customer Service - This is the knowledge and competency part of the qualification and essential for you to achieve the full apprenticeship. This part shows that you are competent in performing the skill, trade or occupation your apprenticeship requires. This can be completed within 18 months.
- Functional Skills - Level 2 English and Level 2 Maths
How will I be trained?
Apprenticeships are designed with the help of the employers in the industry, so they offer a structured programme that takes you through the skills you need to do a job well. There are targets and checks to make sure that your employer is supporting you and you are making progress.
As an employee you will be in employment for the vast majority of your time as most of the training takes place on the job. The rest takes place at HCT. You can complete this off-the-job training on a day release basis. All the things you study at college during this time will be useful in your job and help you to succeed in your future career. Your employment will usually be for at least 30 hours per week.
How will I be assessed?
Assessment will take place through practical training at college and at the work place as well as via theory which is demonstrated through a portfolio of evidence. This will involve extensive report writing of a good standard. Work-based assessments are also carried out. Any relevant prior knowledge you may have will be used to assist in planning the programme and training.
What are the entry requirements?
There are no formal entry requirements for this apprenticeship programme, but it is desirable to have reasonable grades in GCSE maths and English. An interest in customer service and dealing with people is expected as well as a smart appearance and a willingness to work as part of a team and communicate with a wide range of people. Students must be in full time employment.
Competition for places with employers can be fierce, so you will need to show that you are committed, and aware of your responsibilities to both yourself and the company who would employ you. You also need to be happy to work as both part of a team and individually, and be able to use your own initiative.
Key Facts
Campus: Holme Lacy
Minimum Age: 16
Duration: An Intermediate Apprenticeship (Level 2) will take 18 months to 2 years to complete and an Advanced Apprenticeship (Level 3) will take a further 12 months.
Typical Employment:
From the Level 2 Intermediate Apprenticeship, opportunities include customer relationship manager, customer support agent, customer service operator and customer relations officer.
From the Level 3 Advanced Apprenticeship roles could include customer service supervisor, customer service manager or senior advisor.
Progression:
There is scope to progress further and study for an NVQ Level 4 or professional qualification.
Contact: 0800 389 9805
busdev@hct.ac.uk
