Intermediate Apprenticeship in Customer Service

Overview

  • 16-18, Adults

Details

Will the course give me what I want?

Course content

The Level 2 intermediate Apprenticeship in Customer Service is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing. It is suitable for candidates:

  • Who have particular customer service and administrative job roles
  • Who are working in a customer service environment
  • Whose role is to provide service to customers

You need to achieve 45 credits, 19 of which come from the mandatory units, optional units are taken from Groups B, C and D. Optional units provide opportunity to show understanding and skills in a variety of areas. We will work with you to choose which are the most appropriate.

Mandatory Units

  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Manage personal performance and development

Optional Units (selection)

  • Communicate with customers verbally
  • Carry out customer service handovers
  • Resolve customers’ complaints
  • Contribute to the organisation of an event
  • Employee rights and responsibilities

The final two elements are the development of Personal learning and Thinking Skills which are embedded within the delivery of the knowledge and competency elements of the training, and Employment Rights and Responsibilities where understanding is checked through completion of a short workbook, or can be taken as a standalone unit.

Functional Skills

If employees do not have a Level 1 qualification in English and Maths gained in the last 5 years e.g. GCSE Grade C or above, they will also need to achieve functional skills at level 1 in these subjects.

What have students who have taken this course in the past progressed to?

Apprentices are in employment but the apprenticeship can help job security and promotion

How will I learn?

Your training will be provided by both the College and your employer. It involves building a portfolio of work based evidence supported by your College assessor and classroom based activity to prepare for externally assessed units and functional skills.

How will I be assessed?

You will be assessed through on line exams for some Customer Service units and any functional skills you need to take. The remainder will be assessed through a portfolio of work based evidence.

Equipment and other costs

None

For further information or to apply please contact The Business Development Team on 020 7258 2711 or email business.development@cwc.ac.uk.

 
 

What qualification do I get on completing this course?

Intermediate Apprenticeship

Is there additional work required by the student?

To successfully complete this course you will be expected to spend 1-2 hours per week on assignments, project or field trips.

What are the expected employment areas with this course?

Apprenticeships, Customer Services

Awarding Body

Entry Requirements

What qualifications or skills do I need to show I have before I can enrol?

We will undertake an assessment and skills scan to make sure that this qualification is suitable for you. It is preferable to have English and Maths GCSE Grade C or above.

Expected prior knowledge

You do not need prior knowledge but must be working in a Customer Service role and have a contract of employment for at least 30 hours per week.

English level

Minimum Level 1 and preferably GCSE at grade 4-5 (C) or above.

Mathematics level

Minimum Level 1 and preferably GCSE at grade 4-5 (C) or above.

Support

Childcare

Financial support to help with childcare

Care to learn - childcare support for young people aged 16-20

If you are aged under 20 at the beginning of your course, or moving to the 2nd year of a level 3 course, and are caring for your own child you may be entitled to £175.00 maximum per week, per child through Care to Learn. 

Please ensure you register on the Care to Learn website even if you haven’t chosen your childcare provider or the course you want to study.  Once you have registered Care to Learn will confirm financial support in principle.

For further details and help with making an application please visit https://www.gov.uk/care-to-learn or speak to a Student Advisor.

Childcare support for people aged 20+

Financial support towards the cost of nursery, childminder, breakfast clubs and after-school clubs.

If you are aged 20+ when you start a course and need financial support to help with the cost of childcare while you study the college may be able to help.

You will be required to make use of any government NEF or 2+ Funding before requesting any financial support from the college.

It is essential that you speak to a Student Advisor prior to enrolling on a course to discuss your personal circumstances, childcare needs and to find out if there are funds available.

Eligibility for help with childcare costs is based on your personal circumstances.

General eligibility criteria:

  • Aged 20 and over
  • Considered a home student for fee purposes
  • Fully enrolled on a programme of study funded by the Education and Skills Funding Agency  or in receipt of a 19+ Advanced Learning Loan
  • Discussed and had confirmation of funding for childcare support before enrolling

Financial eligibility:

 You need to have evidence that you meet general discretionary Learner Support Funds or 19+ Advanced Learning Loan bursary fund criteria:

  • on a low income / a dependent of someone who is on a low income or in receipt of a means tested benefit e.g. Income Support / Jobseekers Allowance, Employment Support Allowance, housing benefit etc.

When looking for childcare please be aware:

  • all childcare providers must be OFSTED registered
  • any 2+ or 3+ government funding must be used by the student. Only additional hours needed for study will be funded by the College.
  • childcare will only be paid for days when you are attending College or a mandatory work placement.
  • students on full-time courses will be a priority for childcare funding.
  • childcare places will be subject to a contract between College/student/nursery.
  • childcare payments are made subject to students reaching 85% attendance on a monthly basis.

All childcare applicants approved for funding will be required to sign our Terms & Conditions and MUST inform the College immediately should they stop attending lessons for any reason.

Email learner.services@cwc.ac.uk to put your name on the childcare waiting list.  You MUST speak to a member of the Student Advice or Learner Services team before you enrol on a course.

Financial Support for 16-18 Year-olds and Continuing Learners aged 19

The Education Funding Authority has allocated money to colleges to support students who are on low incomes or the dependent of parents on a low income, and need support towards their course-related costs or essential living costs or are facing financial difficulty.

For further information click here.

For further information on financial support for Looked after Children, Care Leavers and estranged young people, click here