Are you looking for an opportunity to earn while you learn? Then an apprenticeship is right for you! On an apprenticeship you can: • Gain training whilst you are employed and earning a wage • Achieve nationally recognised qualifications • Benefit from coaching and mentoring from industry professionals • Enhance your career prospects. We offer a structured training programme for those in employment who want to learn and we work with employers to recruit Apprentices seeking an Apprenticeship placement. If you don’t think you have the necessary ‘work-ready skills’, we also offer Traineeships. This course provides the essential work preparation training, English, Maths and work experience needed to secure your Apprenticeship place.
You will need to be aged 16 years or over and must be working or applying to work with a company that have agreed that you will be working as an apprentice for this Apprenticeship programme.
You will undertake a diagnostic assessment for both Maths and English and a free writing exercise prior to enrolment. If you have passed Maths and English GCSE with a Grade 4/C or above, or functional key skills at Level 2, and can evidence this with certificate/s, you will not need to take the Maths and English functional skills qualification within the apprenticeship programme.
This programme usually lasts 18 months and you will play a key role in delivering and supporting high standards of customer service.
This course will allow you to build a foundation of skills which are needed to be successful. You will work through a variety of modules to gain the experience and skills needed to succeed, including:
• Demonstrate understanding of customer service
• Demonstrate understanding of the rules that impact on improvements on customer service
• Make customer service personal
• Review the quality of customer service
• Handle referred customer complaints
• Resolve customer service problems
• Organise the promotion of additional services or products to customers
On successful completion of the course you will achieve the following qualifications:
Level 3 NVQ Certificate in Customer Service
Level 3 Certificate in Customer Service
Functional Skills Maths Level 2
Functional Skills English Level 2
Employment Rights and Responsibilities
Personal Learning and Thinking Skills
Apprenticeship Achievement Certificate
All learners will have a dedicated trainer/assessor who will plan learning and assessments with you. The assessment methods used will include the following:
• Observation and assessment in the workplace
• Exams
• Course work
• Portfolio of evidence
• Witness Testimony
You may need to attend college for some classes but the majority of time will be spent learning in the workplace. You will receive regular workplace assessments which will assess competency and you will be required to sit a number of exams during the programme in addition to creating a portfolio of learning.
20% of the training will be delivered off the job and this can include:
Simulation, online learning or training from employers, shadowing, mentoring, industry visits, attendance at competitions and support in writing assignments.
You can progress on to a Team Leading Apprenticeship should you take on the additional responsibilities of managing a team.
Call our apprenticeship team on 0121 667 5018 for more information and the latest vacancies!
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