• Qualifications in Customer Service

Apprenticeships in Customer Service

Customer service can be applied to hundreds of job roles across many different sectors, from government to retail, financial services and hospitality. Good customer service is essential to the success of any business or organisation and it is one thing expected across every job and every industry, whatever your role. At ATT we currently offer Customer Service Apprenticeships at intermediate and advanced level.

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Intermediate Level in Customer Services

  • To complete the Apprenticeship the apprentice must have completed the following:

    Mandatory units:
    • Deliver customer service
    • Manage personal performance and development
    • Principles of customer service
    • Understanding customers
    • Understand employer performance and development

    And one of the following:
    • Communicate verbally with customers
    • Communicate with customers in writing

    Transferrable Skills
    English and Maths to level 1.

    Employee Rights and Responsibilities (ERR)
    All apprentices need to show that they have a good understanding of employee rights and responsibilities.

    Personal Learning and Thinking Skills (PLTS)
    This consists of important skills that are needed in the work environment and include:

    • Creative thinking
    • Independent enquiry
    • Reflective learning
    • Team working
    • Self management
    • Effective participation

    The qualifications are achieved through teaching, learning on the job, e-learning, workshops and assessment.

    On completion of the Apprenticeship the apprentice must be able to undertake the full range of duties, in the range of circumstances appropriate to the job, confidently and competently to the standard set by the industry.

  • The Apprenticeship is a minimum of 12 months and 403 minimum Guided Learning Hours (GLH).
  • More and more employers are looking for qualified customer services professionals. The Intermediate Apprenticeship is suitable for aspiring Customer Services Assistant/Adviser/Representative/Executive/Agent where you can work in sectors such as retail, financial services, contact centres, hospitality, sport & recreation, health & social care, telecommunications, travel & tourism, local government, motor vehicle, power & energy, housing and manufacturing. You may also want to continue your education by progressing on to an Advanced Apprenticeship.
  • There are no mandatory entry requirements, but a keen interest in customer services, a "can do" attitude and basic numeracy and literacy skills are ideal.
 

Advanced Level in Customer Services

  • There are no entry requirements. However, some prior experience in a customer service role would be welcome.
  • To complete the Apprenticeship the apprentice must have completed the following:

    Mandatory units:

    • Manage personal and professional development
    • Organise and deliver customer service
    • Resolve customers' problems
    • Principles of business
    • Understanding customers and customer retention
    • Understand the customer service environment


    Transferrable Skills
    English and Maths to level 2 or equivalent.

    Employee Rights and Responsibilities (ERR)
    All apprentices need to show that they have a good understanding of employee rights and responsibilities.

    Personal Learning and Thinking Skills (PLTS)
    This consists of important skills that are needed in the work environment and include:
    • Creative thinking
    • Independent enquiry
    • Reflective learning
    • Team working
    • Self management
    • Effective participation

    The qualifications are achieved through teaching, learning on the job, e-learning, workshops and assessment.

    On completion of the Apprenticeship the apprentice must be able to undertake the full range of duties, in the range of circumstances appropriate to the job, confidently and competently to the standard set by the industry.
  • Minimum recommended duration of programme is 12 months and 471 minimum Guided Learning Hours.
  • An Advanced Apprenticeship in Customer Service is suitable for those looking to move into the following job roles: Customer Relationship Manager, Customer Support Officer, Customer Service Team Leader, Customer Service Supervisor and Customer Service Co-ordinator. Areas they can work in include retail, financial services, contact centre, hospitality, sport and recreation, health & social care, telecommunications, travel & tourism, local government, motor vehicle, power & energy, housing & manufacturing plus many more.

    Progression in education can include moving on to the Higher Apprenticeship, a relevant Level 4 diploma or a foundation degree.

 

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