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Apprenticeship/Advanced Apprenticeship (Level 2/3) Customer Service

Title & Level: Intermediate Apprenticeship/Advanced Apprenticeship (Level 2/3) Customer Service

Introduction
The Intermediate and Advanced Customer Service Apprenticeships focus on five key areas; Customer Service Foundations, Impression and Image, Delivery, Handling Problems and Development and Improvement.  During the Intermediate course, you will learn how to provide effective customer service and support in a customer service environment.  The Advanced Apprenticeship gives you the opportunity to assess the principles of Customer Service delivery and ways of developing and improving the Customer Service process.

Entry requirements
To join the Intermediate Apprenticeship (Level 2), you need GCSE English and Maths at grade D or above.  You will also need to pass an interview.  It is essential that you are employed in a Customer Service role or have an offer of a Customer Service job by the time you start the course.

For the Advanced Apprenticeship (Level 3), you need to have successfully completed the Intermediate Apprenticeship and be working at a supervisory or senior level in Customer Service.

Duration
The Intermediate Apprenticeship takes approximately a year, while the Advanced Apprenticeship takes approximately 18 months.  Courses start in either September or February.

Career Prospects/Progression
If you successfully complete the Intermediate Apprenticeship, you can apply for a related Level 3 qualification, such as the Advanced Apprenticeship in Customer Service or Business and Administration.  Alternatively, you can apply for senior or supervisory positions within the industry.

Successful completion of the Level 3, Advanced Apprenticeship can lead to higher, professional or University-level qualifications.

How will I be assessed?
The mode of assessment varies depending upon which module you are completing.  Methods include paper-based assessment, online assessment and workplace observation and assessment.

Course Content/units
The Apprenticeships are made up of three parts:

Intermediate Apprenticeship

NVQ Certificate (Level 2) Customer Service (28 credits)
Certificate (Level 2) in Customer Service (13 credits)
Level 1 Functional Skills in English and Maths

Advanced Apprenticeship

NVQ Diploma (Level 3) in Customer Service (42 credits)
Certificate (Level 3) in Customer Service (13 credits)
Level 2 Functional Skills in English and Maths

In the workplace, there are both mandatory and optional units.  You will be set an assessment plan based upon your job role.

Awarding Body
EDI.

What next?
For further information, advice and to enrol, please call our Customer Liaison Team on 01935 423921.