This qualification is being withdrawn
The operational end date (last date for new starts) of this qualification is 31/10/2019 and the certification end date is 31/07/2021.
Confirm occupational competence and/or ‘licence to practice’
Qualification Grading Type
Why choose this qualification?
This qualification is part of the Intermediate Level Apprenticeship in Customer Service. Please visit the Apprenticeship page for further information:
Notice of Qualification Withdrawal
Please note this qualification will be withdrawn in October 2019. The operational end date 31st October 2019 and certification end date is 31 December 2020.
Please ensure that any information on the qualification held by your centre is updated. If you have any questions about this matter please do not hesitate to contact QualDev@gatewayqualifications.org.uk.
Rules of Combination
To achieve this qualification, learners must complete a minimum of 45 credits: 19 credits from Mandatory Group A, a minimum of 3 credits from Optional Group B, and a minimum of 16 credits from Optional Group C. A maximum of 7 credits can come from Optional Group D.
Learners must achieve 19 credits from Mandatory Group A.
Deliver customer service
Manage personal performance and development
Principles of customer service
Understand employer organisations
Learners must achieve a minimum of 16 credits from Optional Group C.
Carry out customer service handovers
Deal with incoming telephone calls from customers
Deliver customer service to challenging customers
Deliver customer service whilst working on customers’ premises
Develop customer relationships
Exceed customer expectations
Gather, analyse and interpret customer feedback
Make telephone calls to customers
Process information about customers
Promote additional products and/or services to customers
Provide post-transaction customer service
Resolve customer service problems
Resolve customers’ complaints
Support customer service improvements
Support customers through real-time online customer service
Support customers using self-service equipment
Use social media to deliver customer service
Learners can achieve a maximum of 7 credits from Optional Group D.
Buddy a colleague to develop their skills
Contribute to the organisation of an event
Develop working relationships with colleagues
Employee rights and responsibilities
Handling objections and closing sales
Health and Safety Procedures in the Workplace
Meeting customers’ after sales needs
Negotiate in a business environment
Principles of equality and diversity in the workplace
Processing sales orders
What is the purpose of this qualification?
The qualification is the combined component of the Intermediate Apprenticeships Framework for roles within the customer service sector, but it is acknowledged that some learners may need or wish to take the qualification on its own, for example, learners who work on a part-time or voluntary basis and therefore will not be eligible for apprenticeship funding.
What skills, knowledge, or understanding does this qualification develop?
This qualification is approved to be offered in England only. It offers an engaging programme for learners who have decided that they are going to begin a career in the customer service sector. It is also relevant for workers who have just started working in the sector.
The qualification gives learners the opportunity to develop and demonstrate the competence, knowledge and understanding needed to work within a customer service environment.This qualification covers the knowledge and understanding needed to work in the business and Administration sector.
How is this qualification different from other, similar qualifications?
The qualification comprises of 45 credits and has a minimum of 245 guided learning hours. In the mandatory units, learners will cover the essentials of customer service, understanding customers, understanding employer organisations and managing personal performance and development There are then a wide range of optional units which allow learners to focus on areas which are most relevant to their role within the organisation or areas of interest. These include:
• communicating with customers
• dealing with telephone calls
• processing customer information
• resolving customer service problems
• developing customer relationships
• dealing with customer feedback
• health and safety
• employee rights and responsibilities
• processing sales orders
• providing reception services
• carrying out direct sales activities in a contact centre
• meeting customers’after sales needs.
Which sector does this qualification support?
This qualification is primarily intended as a means of developing the competence of those already employed or wishing to be employed within the customer service environment. It forms part of the Intermediate Apprenticeships within this sector.
Job roles within this sector to which are supported by this qualification could include:
• customer service adviser
• customer service operator
• customer service supervisor
• sales administrator
• service agent
• help desk operative
• security officer
• call centre adviser
As the qualification is generic, learners could work in these or similar roles in a wide variety of sectors.
What are the progression options?
Learners could choose to progress to completing an Advanced Apprenticeship in Customer Service or Business and Administration. Learners may wish to progress to other relevant qualifications such as:
Level 3 Diploma in Customer Service
Level 3 Award in Principles of Customer Service
Level 3 Certificate in Principles of Customer Service
Level 2 Diploma in Team Leading
Level 3 Diploma in Management.
Progression & Entry RequirementsThe qualification is available to learners aged 16 and above. No prior qualifications or specific level of attainment are required. However, learners should be able to work at level 1 or above or have equivalent work experience in a business administration environment. You should be proficient in the use of English language.
Learning Aims Search
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We have done our best to collate and summarise the key information, and wherever possible we alert our providers to changes in funding policy.
This funding information is provided in good faith and it is always advisable to check directly with the funding agencies before committing to delivery.
The following support materials will help you to deliver this qualification.
Lesson Plans, Teaching Materials and Sample Assignments
- Understand Employer Organisations Unit A5061964
- Understand Customers Unit F5062131
- Principles of Customer Service Unit J5062132
- Manage Personal Performance and Development Unit L5061788
- Deliver Customer Service Unit A5062130