Intermediate and Advanced Apprenticeship in Customer Service Level 2/3

What are Apprenticeships?

Apprenticeships are an excellent way of gaining qualifications and offer high-quality training for jobs across a range of industries. As an employee, you can earn as you learn and you gain practical skills from the workplace, as an individual you can gain valuable skills and qualifications while continuing to work.

Who is the qualification for?

The Apprenticeship in Customer Service, Intermediate and Advanced, is for anyone aged 16-60+.
It is ideal for anybody that works at the front end of an employer’s business activities and regularly assists customers, like Customer Relationship Manager, Customer support Agent, Customer Support and Executive Officer, Customer Service Operator, Customer Delivery Co-ordinator, Customer Service Team Leader,Customer Service Supervisor, Customer Service Manager, Customer Service Advisor, Customer Relations Officer.

 Apprenticeship :

In completing the Apprenticeship framework, Intermediate or advanced, the learner will achieve the following qualifications:

Level 2 includes the following elements:

• Level 2 Certificate in Customer Service
• Level 2 Technical Certificate in Customer Service
• Level 1 Functional skills in Maths
• Level 1 Functional skills in English
• Employer Rights and Responsibilities (Work-book)

Level 3 includes the following elements:

• Level 3 Diploma in Customer Service
• Level 3 Technical Certificate in Customer Service
• Level 2 Functional skills in Maths
• Level 2 Functional skills in English
• Employer Rights and Responsibilities (Work-book)

We work with you to enable you to complete the Intermediate Apprenticeship in aminimum of 12 taught sessions (days) over 24 weeks, a one day induction, and 4 taught sessions for key skills (if applicable). Plus regular workplace visits plus online learning and self directed study.

Advanced level in aminimum of 12 taught sessions (days) over 24 weeks, a one day induction, and 4 taught sessions for functional skills (if applicable). Plus regular workplace visits plus online learning and self-directed study.

How can this Apprenticeship help you?

This Apprenticeship teaches you the skills to provide excellent customer service, and 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.

 It gives people real skills to help them do their job because it is flexible and allows them to:

• learn at their own pace
• choose from a range of modules that best suits their needs
• choose a level that is right for them.

Qualification Structure

Certificate in Customer Services - Level 2

Students must achieve aminimum of 28 credits of which, 15 credits must be at level 2.

Learners must complete 8 credits from the Mandatory Units plus a minimum of one unit from each Optional Group to a combined value of 20 credits.

The Optional Groups are listed below*

• Optional units – Impression and Image
• Optional units – Delivery

Diploma in Customer Services - Level 3

Students must achievea minimum of 42 credits, 22 of which at level 3.

Learners must complete 12 credits from the Mandatory Units plus a minimum of one unit from each Optional Group to a combined value of 30 credits. A minimum of 10 credits must be achieved at level 3 from optional groups B to E.

 The Optional Groups are listed below*

Optional units – Impression and Image – Group B

Optional units – Delivery – Group C

Optional units – Handling Problems – Group D

Optional units – Development and Improvement –  Group E                                                                                                         

* To check the full list of Units for each Optional Group, please contact ATC. 

 For full details of eligiblity and enrolment,  please contact us by e-mail on info@atc-uk.comor call us on 0208 992 4144  

 Acton Training Centre is committed to promoting Equal Opportunity and celebrating Diversity.