What do I learn?
You cover the Level 3 NVQ Diploma in Customer Service, completing approximately 7 units to a credit value of 42. This includes:
• demonstrate understanding of customer service
• demonstrate understanding of the rules that impact on improvements in customer service
• deal with customers in writing
• organise the delivery of reliable customer service
You also do the Level 3 Certificate in Customer Service, which covers the knowledge. This comprises of the following 2 mandatory units which compliment the NVQ units above:
• principles of customer service delivery
• developing and improving the customer service process
In addition to this you study key skills in English and maths at Level 2, and Employer Rights and Responsibilities.
Individual learning targets are set at the beginning of the programme. You receive regular feedback on your progress throughout, and formal assessment is through assignments.
The technical certificate is assessed through two assignments, and the key skills are assessed by an external exam. You will have regular meetings with your assessor where targets will be reviewed.
You learn the knowledge elements of the award through directed study and one-to-one drop-ins with your assessor, and these may include practical sessions. You will work on your key skills and ERR as part of this learning.
A strong emphasis is placed on work-based learning for some of your time, with a qualified experienced assessor planning assessments with you in the workplace.
What do I gain?
The qualifications awarded are:
• City & Guilds Level 3 NVQ Diploma in Customer Service
• Level 3 Certificate in Customer Service
• Key skills and ERR
You also improve the wider skills vital for success in further study or employment. These include self-confidence, speaking in front of others, working with others, taking responsibility and managing your time. You develop yourself professionally, and your employer benefits from the training you receive.
What do I need?
Upon application you will be invited in for an interview and an initial assessment to make sure that the course is right for you. There are no other restrictions to becoming an apprentice except that you need to be over the age of 16 and to have been settled in the UK for at least the past three years.
You need to be working for at least 30 hours per week in a customer service environment before you enrol on the programme.
Ideally you will have GCSEs at grade C and above.
What do I gain?
On successful completion of the apprenticeship you can progress to a variety of different areas and levels, including Level 4 programmes in customer service.
What else do I need to know?
You will need your employer's agreement to apply for this programme, as it is a work-based qualification.