Intermediate Level Apprenticeship (ILA) in Customer Service

This course would suit learners who are directly delivering service to customers. You could be working in a variety of jobs involving regular or constant contact to customers, including face-to-face, email and telephone. The ideal candidate should be working within an environment such as a call centre, bank, insurance company or local government office.

Level 2 NVQ Certificate in Customer Service2 mandatory units to be completed plus optional units that are moulded to your job role, these include:
- Handling problems
- Development and improvement
- IT systems
- Improving service

Technical certificate
Consists of 3 mandatory units:
- Understanding the principles of customer service
- Understanding the use of communication in customer service
- Understanding the rules of customer service

You will also complete functional skills in English and maths delivered at designated hubs at the chosen campus as well as Employees Rights and Responsibilities.

End Qualification:

- Level 2 NVQ Certificate in Customer Service
- OCR Level 2 Certificate in Customer Service
- Functional skills in English and maths at level 1
- Employees Rights and Responsibilities
- Personal Learning and Thinking Skills (PLTS)

Entry Requirements:

Interview required

You will be assessed for your potential to achieve the apprenticeship. The assessment will depend upon the level and range of activities you will be undertaking in the workplace.

You may need to undergo an initial assessment of your English and maths skills in which you are required to be working at or towards level 1.

There are no specific academic entry requirements, however, you must be of a minimum age of 16 subject to funding and statutory variations to be eligible for an apprenticeship programme.

At the start of your apprenticeship programme you will need to be employed by a suitable and appropriate employer for at least 16 hours a week. You will also need to have been a resident in the EU for at least 3 years.

Commitment and motivation are necessary to complete the course.

Assessment:

The NVQ is delivered in the workplace using a portfolio of evidence, observations, statements and question and answer sessions. The technical certificate is also delivered in the workplace.

Progression from this course:

Progression to Advanced Apprenticeship may be available on completion and depending on job role. The Advanced Apprenticeship requires a high degree of autonomy and staff management.

Locations:

Workplace - n/a

Duration:

18 Months

Start times:

Various times throughout the year

How to Apply:

Please apply online using the apprenticeship application form

Course Costs:

There are currently no fees payable by young people on Apprenticeship programmes. Fees may be payable by the employer where the candidate is 19 or older. Details available on request.

Additional Information:

Call the apprenticeships team on 01553 815280 or e-mail apprenticeships@col-westanglia.ac.uk