Level 2 Intermediate Apprenticeship in Customer Service 2 Intermediate... · Intermediate Apprenticeship in Customer Service ... provide high quality customer service. Apprenticeship

Level 2 Intermediate Apprenticeship in Customer Service

Who is the Apprenticeship aimed at?

This Apprenticeship is aimed at anyone currently working or looking to work in a customer-facing role and are required to provide high quality customer service.

Apprenticeship duration

12 to 18 months

Why choose an Apprenticeshipwith The Skills Network?

• Gain access to The Skills Network’s award-winning online learning system, featuring a wide range of interactive and engaging content

• High-level and detailed support, tracking and reporting on learner progression throughout

• Innovative solutions for off-the-job training.

Overview

The Level 2 Intermediate Apprenticeship in Customer Service provides learners with the practical skills needed to deliver effective customer service. To support the development of the required skills, knowledge and behaviours, learners will study the Level 2 Diploma in Customer Service.

01757 600 686 www.theskillsnetwork.com/[email protected]

LEVEL 2 intermediate apprenticeship in customer service

Apprentices are required to have:

• Level 1 in Maths• Level 1 in English.

Apprentices without English or Maths at level 1 must achieve this prior to completing the Apprenticeship.

What will the Apprenticeship include?

The learner will gain the following knowledge, skills and behaviours:

Knowledge

• Customer service principles and practices• Business principles and practices• Policies and legislation• Regulatory requirements• Using customer service tools effectively.

Skills • Building rapport• Conflict management• Influencing and reinforcement techniques• Communication• Presentation.

Behaviours

• Confidence• Professionalism• Adaptability• Responsibility.

They will also gain a range of additional skills and knowledge carefully selected to suit their role in conjunction with their Assessor.

Qualification

Level 2 Diploma in Customer Service

How will the apprentice be assessed?

Once all the criteria and learning outcomes have been met, we will send the learner’s work for moderation to our IQA (Internal Quality Assurer) to check the decision of the Assessor against the awarding body guidelines – this is to ensure our standard of feedback is always high. Once the IQA confirms the achievement, we will claim the learner’s certificate and present this to them.

How we will support learners

Learners are supported throughout their programme by a dedicated Assessor. Visits will take place regularly to provide skills training; assess knowledge, skills and behaviours; offer guidance; and provide a source of sector-specific knowledge. Assessors will facilitate learning and set challenging targets throughout the journey. Learners will also benefit from a Learner Support Advisor, who will provide remote support and guidance through regular phone calls, texts and emails to ensure learning remains on track between Assessor visits.

Entry requirements

• Level 2 Diploma in Customer Service• Level 2 Award in Employee Rights and

Responsibilities • Level 1 in English• Level 1 in Maths.

Apprentices will be expected to complete the following:

Delivery and funding

Using traditional methods of work-based learning and delivery, combined with our exceptional knowledge of online learning, we offer the most flexible Apprenticeship solution for both learners and your business. Our innovative delivery method means learners can complete their programme of study in the workplace, including off-the-job training. We utilise our online learning content and on-site Assessor visits, so there is no need for your staff to enter a classroom or leave your workplace.

We offer a solution for both levy and non-levy paying organisations.

For more information, please visit www.theskillsnetwork.com/apprenticeships.

01757 600 686 www.theskillsnetwork.com/[email protected]