Apprenticeship / Advanced Apprenticeship in Customer Service
Course Code:420DCW21A~420DCW31A
Course Type:Apprenticeship
Qualification:
The Apprenticeship consists of several separate qualifications. You will be required to work towards achieving these through a combination of college and workbased activities.
Customer Service Apprenticeship
Competence Based Element : Level 2 Certificate in Customer Service
The objective of these qualifications is to reflect the work of candidates who undertake Customer Service activities at Levels 2. They provide a statement of competence that testifies to the ability of candidates to work to meet Customer objectives. They cover support systems, processes and services and recognise that employment in Customer Service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.
Knowledge Based Element: Level 2 Certificate in Customer Service
This qualification aims to allow learners develop the essential background knowledge and understanding for a range of common work roles in the Customer Service Sector. The qualification covers the delivery of effective Customer Service and supporting the Customer service environment.
Functional Skills: Level 1 English and Level 1 Maths
English aims to develop learners skills to level 1 in Speaking, listening, communication, Reading and Writing
Maths aims to develop learners skills to level 1 in using mathematics, analysing situations mathematically, interpreting solutions to problems using mathematics and coverage of mathematical content in number, geometry and statistics
Employment rights and responsibilities: ERR Workbook
This is a workbook which aims help apprentices and employers understand their employment rights and responsibilities and rights related to equal opportunities, health and safety and to understand the safe learner concept.
Customer Service Advanced Apprenticeship
Competence Based Element: Level 3 NVQ Diploma in Business & Administration
The objective of these qualifications is to reflect the work of candidates who undertake Customer Service activities at Levels 3. They provide a statement of competence that testifies to the ability of candidates to work to meet Customer objectives. They cover support systems, processes and services and recognise that employment in Customer Service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.
Knowledge Based Element: Level 3 Certificate in Principles of Business & Administration
This qualification aims to allow learners develop the essential generic background knowledge and understanding for a range of common work roles in the Customer Service Sector. The qualification covers the delivery of effective Customer Service and supporting the Customer service environment
Functional Skills: Level 2 English and Level 2 Maths
English aims to develop learners skills to level 2 in Speaking, listening, communication, Reading and Writing
Maths aims to develop learners skills to level 2 in using mathematics, analysing situations mathematically, interpreting solutions to problems using mathematics and coverage of mathematical content in number, geometry and statistics
Employment rights and responsibilities: ERR Workbook
This is a workbook which aims help apprentices and employers understand their employment rights and responsibilities and rights related to equal opportunities, health and safety and to understand the safe learner concept.
Duration: Up to 1 year
Venue:
Crawley Campus, College Road,
Crawley West Sussex, RH10 1NR
Start Date: Flexible, start dates throughout the year.
Suitable For:
The Apprenticeship is designed to reflect the work of Customer Service staff across a wide range of industries and types of organisations. The course recognises 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 candidates:
• 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
The Advanced Apprenticeship is designed to reflect the work of Customer Service staff across a wide range of industries and types of organisations. The course is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.
It is suitable for candidates who:
• can influence what happens at work
• uses the organisation’s rules and systems flexibly to deliver good service
• question the way things are done and suggest improvements
• have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
• are aware of the commercial or other pressures facing
the organisation/business
Entry By: Assessment
Entry Requirements:
Applicants should be working in an customer service role and an initial assessment will be carried out in the workplace to ensure that your job role meets the course requirements. It is also important to have your employers support in order to complete this course effectively.
Course Content:
Apprenticeships
In order to complete the level 2 qualification you will have to complete the mandatory units and a selection of the optional units listed below. Details of how many units you need to take will depend on the size of qualification you take and your assessor will help you to choose your optional units during their first visit.
Mandatory Units
F1 Communicating using customer service language
F2 Follow the rules to deliver customer service
Optional Units
Theme: Impression and Image
A1 Maintain a positive and customer-friendly attitude
A2 Adapt your behaviour to give a good customer service impression
A3 Communicate effectively with customers
A4 Give customers a positive impression of yourself and your organisation
A5 Promote additional services or products to customers
A6 Process information about customers
A7 Live up to the customer service promise
A8 Make customer service personal
A9 Go the extra mile in customer service
A10 Deal with customers face to face
A11 Deal with incoming telephone calls from customers
A12 Make telephone calls to customers
A13 Deal with customers in writing or electronically
A14 Use customer service as a competitive tool
A15 Organise the promotion of additional services or products to customers
A16 Build a customer service knowledge set
Theme: Delivery
B1 Do your job in a customer-friendly way
B2 Deliver reliable customer service
B3 Deliver customer service on your customer’s premises
B4 Recognise diversity when delivering customer service
B5 Deal with customers across a language divide
B6 Use questioning techniques when delivering customer service
B7 Deal with customers using bespoke software
B8 Maintain customer service through effective hand over
B9 Deliver customer service using service partnerships
B10 Organise the delivery of reliable customer service
B11 Improve the customer relationship
Theme: Handling Problems
C1 Recognise and deal with customer queries, requests and problems
C2 Take details of customer service problems
C3 Resolve customer service problems
C4 Deliver customer service to difficult customers
C5 Monitor and solve customer service problems
C6 Apply risk assessment to customer service
C7 Process customer service complaints
Theme: Development and Improvement
D1 Develop customer relationships
D2 Support customer service improvements
D3 Develop personal performance through delivering customer service
D4 Support customers using on-line customer services
D5 Buddy a colleague to develop their customer service skills
D6 Develop your own customer service skills through selfstudy
D7 Support customers using self-service technology
D8 Work with others to improve customer service
D9 Promote continuous improvement
D10 Develop your own and others’ customer service skills
D11 Lead a team to improve customer service
D12 Gather, analyse and interpret customer feedback
D13 Monitor the quality of customer service transactions
In order to complete the knowledge based element you will complete the following units.
Unit CT179 Delivery of Effective Customer Service
Unit Cu854 Supporting the customer Service Environment
Advanced Apprenticeships
In order to complete the level 3 qualification you will have to complete the mandatory units and a selection of the optional units listed below. Details of how many units you need to take will depend on the size of qualification you take and your assessor will help you to choose your optional units during their first visit.
Mandatory Units
F3 Demonstrate understanding of customer service
F4 Demonstrate understanding of the rules that impact on improvements in customer service
Optional Units
Theme: Impression and Image
A3 Communicate effectively with customers
A4 Give customers a positive impression of yourself and your organisation
A5 Promote additional services or products to customers
A6 Process information about customers
A7 Live up to the customer service promise
A8 Make customer service personal
A9 Go the extra mile in customer service
A10 Deal with customers face to face
A11 Deal with incoming telephone calls from customers
A12 Make telephone calls to customers
A13 Deal with customers in writing or electronically
A14 Use customer service as a competitive tool
A15 Organise the promotion of additional services or products to customers
A16 Build a customer service knowledge set
A17 Champion customer service
A18 Make customer service environmentally friendly and sustainable
Theme: Delivery
B1 Do your job in a customer-friendly way
B2 Deliver reliable customer service
B3 Deliver customer service on your customer’s premises
B4 Recognise diversity when delivering customer service
B5 Deal with customers across a language divide
B6 Use questioning techniques when delivering customer Service
B7 Deal with customers using bespoke software
B8 Maintain customer service through effective hand over
B9 Deliver customer service using service partnerships
B10 Organise the delivery of reliable customer service
B11 Improve the customer relationship
B12 Maintain and develop a healthy and safe customer service environment
B13 Plan, organise and control customer service operations
B14 Review the quality of customer service
B15 Build and maintain effective customer relations
B16 Deliver seamless customer service with a team
Theme: Handling Problems
C3 Resolve customer service problems
C4 Deliver customer service to difficult customers
C5 Monitor and solve customer service problems
C6 Apply risk assessment to customer service
C7 Process customer service complaints
C8 Handle referred customer complaints
Theme: Development and Improvement
D1 Develop customer relationships
D2 Support customer service improvements
D3 Develop personal performance through delivering customer service
D4 Support customers using on-line customer services
D5 Buddy a colleague to develop their customer service skills
D6 Develop your own customer service skills through self study
D7 Support customers using self-service technology
D8 Work with others to improve customer service
D9 Promote continuous improvement
D10 Develop your own and others’ customer service skills
D11 Lead a team to improve customer service
D12 Gather, analyse and interpret customer feedback
D13 Monitor the quality of customer service transactions
D14 Implement quality improvements to customer service
D15 Plan and organise the development of customer service staff
D16 Develop a customer service strategy for a part or an organisation
D17 Manage a customer service award programme
D18 Apply technology or other resources to improve customer service
D19 Review and re-engineer customer service processes
D20 Manage customer service performance
In order to complete the knowledge based element you will complete the following units.
Unit CT180 Principles of Customer Service Delivery
Unit CU1080 Developing and Improving the Customer Service Process
Other Details:
If you are not currently employed we may be able to help you through our Job Shop. To find out about our latest vacancies or register with the Job Shop, call 0845 155 0043 (and press option 4) and ask for Jane Williams or Lisa Spiller, alternatively email jobshop@centralsussex.ac.uk
Outcome of Course and Progression:
On successful completion of this course you will receive a certificate for the competence based qualification, a certificate for the knowledge element qualification, functional skills certificates plus an overall apprenticeship or advanced apprenticeship certificate.
From the Apprenticeship you could progress onto the Advanced Apprenticeship, and from the Advanced Apprenticeship their may be an opportunity to progress on to a team leading or management
Apprenticeship/Advanced Apprenticeship if your job role meets the requirements,
Cost:
Fully funded for 16-18 year olds. Employer contribution for 19+ year olds. For further details on costs and funding options please contact Employer Services on 0845 1550043 (and press option 4) or email us at employers@centralsussex.ac.uk.
Further Information:
Please contact Employer Services on 0845 1550 043 and press 4, or email us at employers@centralsussex.ac.uk.
Course Times/Timetable:
The competence element of this course is course is delivered solely in the work place. After initial assessment and induction your assessor will spend between 1 and 2 hours with you on a monthly basis in order to review what work you have completed and plan with you what work you need to complete before the next visit. Your assessor will also want to observe you in your workplace.
The knowledge element is delivered over 10 weeks half day attendance in the college and functional skills elements are also delivered in the college, taking a further 10 weeks of 1 day a week attendance
