Customer Service Advanced Apprenticeship
Breakdown of the 12 to 24 months apprenticeship programme:
Twelve to 24 months on and off the job training in the workplace, completing units of a Pearson BTEC Level 3 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:
- Organise and Deliver Customer Service
- Understand the Customer Service Environment
- Resolve Customers’ Problems
- Principles of Business
- Understand Customers and Customer Retention
- Manage Personal and Professional Development
Group B and C Optional Units to be selected to meet the needs of the employer business.
Units include:
- Resolve Customers’ Complaints
- Monitor the Quality of Customer Service Interactions
- Communicate Verbally with Customers
- Promote Additional Products and/or Services to Customers
- Deliver Customer Service to Challenging Customers
- Collaborate with Other Departments
The Functional Skills will cover:
- English at Level 2
- Mathematics at Level 2
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.
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