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 Requirements
The 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.