Customer Service Intermediate Apprenticeship
Breakdown of the 12 to 18 months apprenticeship programme:
Twelve to 18 months on and off the job training in the workplace, completing units of a Pearson BTEC Level 2 Diploma in Customer Service (QCF), Functional Skills, Personal Learning & Thinking skills, and an introduction to Employment Responsibilities and Rights (ERR).
Training with Seta will cover:
Mandatory Units:
- Deliver Customer Service
- Understanding Customers
- Principles of Customer Service
- Understand Employer Organisations
- Manage Personal Performance and Development
Group B Optional Units:
- Communicate verbally with Customers
- Communicate with Customers in writing
Group C and D Optional Units to be selected to meet the needs of the employer business.
Units include:
- Process Information about Customers
- Make telephone calls to customers
- Deal with incoming telephone calls from customers
- Exceed customer expectations
- Provide reception services
- Manage diary systems
- Processing sales orders
The Functional Skills will cover:
- English
- Mathematics
- Information & Communication Technology
Personal Learning & Thinking skills require learners to be:
- Independent enquirers
- Creative thinkers
- Reflective learners
- Team workers
- Self managers
- Effective participators
Employment Rights and Responsibilities:
- Statutory Rights and Responsibilities (contracts and conditions of employment)
- Procedures and Documentation (Health and Safety, sickness etc.)
- Representative Bodies (trade unions, training support bodies)
Seta staff will visit the apprentice on a regular basis to provide training, conduct assessments and provide support and guidance throughout the whole apprenticeship programme.
To apply click here.
Website by Horizonworks