Kingston Maurward Business and IT

Introduction

Course Title: Advanced Apprenticeship in Customer Service
Course Code: PD235



The Customer Service Apprenticeship responds to the employer need for high levels of customer service skills within a wide range of organisations. Customer service skills are transferable across sectors and can be applied to many job roles. The apprenticeships are primarily aimed at individuals whose job role is dedicated to customer service as an occupation, for example Advanced Apprentices may be Customer Relationship Managers, Co-ordinators and Team Leaders. For an Intermediate Apprentice these skills could involve communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, keeping records, gathering customer feedback, working in a team and building relationships with customers. For an Advanced Apprentice these skills could involve improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.

Overview

Qualification

NVQ Diploma in Customer Service

Course Content

Understand the customer service environment
Understanding customers and customer retention
Principles of business
Communicate verbally with customers
Process information about customers
Resolve customers’ problems
Exceed customers' expectations
Gather, analyse and interpret customer feedback
Use service partnerships to deliver customer service
Employer Rights and Responsibilities (ERR) in the Logistics Industry
Personal Learning and Thinking Skills (PLTS)
Functional Skills in English and/or maths depending upon GCSE achievement.

Delivery of this Apprenticeship Framework is in the workplace. No college attendance is required.

Entry Requirements

There are no formal entry requirements for this Apprenticeship. Employers are looking for applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a “can do” attitude and have basic numeracy and literacy skills on which to build their customer service skills. You will be required to find suitable relevant employment. Advanced Apprentices should be working at a Senior Member/Team Leader level.

Next Steps

Higher Level Apprenticeship programme in Contact Centre Management / Business & Professional Administration / Leadership & Management.

Career Opportunities

Advanced apprentices, with support and opportunities in the workplace, can progress onto: A Higher Level Apprenticeship programme in Contact Centre Management, Business &Professional Administration or Leadership & Management A range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes A range of Customer Service and other Professional Qualifications, including a Level Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management.