Customer Service Intermediate Apprenticeship 

A 12 to 18 month programme.

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