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Customer Service Diploma OCR Apprentice at Solihull College & University Centre

Course description

The many transferable skills that you develop during this course provide a superb foundation for most career pathways. Opportunities in the work place could support progression to the Advanced Apprenticeship in Customer Service or other Advanced Apprenticeships such as Business Administration, Retail, Hospitality or other vocational areas whereby customer service plays an important part.
With additional training, intermediate apprentices may be able to progress in their careers to roles including Customer Relationship Manager, Customer Service Executive Officer, Customer Service Delivery Co-ordinator, Customer Service Team Leader, Customer Service Supervisors and Managers, Senior Customer Service Advisers or a wide range of other Customer Service related roles (CFA, 2015)

Course content

The Diploma in Customer Service is a combined qualification that develops practical skills as well as providing theory to improve knowledge and understanding in the context of delivering customer service.
You will complete the following mandatory units along with a combination of optional units which are related to your job role:
- Deliver customer service
- Manage personal performance and development
- Understand customers
- Principles of customer service
- Understand employer organisations
- Employment rights & responsibilities
- Principles of equality & diversity in the workplace

In addition you will develop valuable skills in English and Maths along with polishing your Personal Learning and Thinking skills.

Entry requirements

There are no mandatory entry requirements for this apprenticeship framework. However, employers are looking to attract 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 (CFA, 2015)

All applicants are required to complete initial assessments in literacy and numeracy which ensures fair access to assessment. A minimum of Entry level 3 in English and Maths is normally required. Learners who do not meet this requirement will receive advice and guidance on developing these skills prior to reapplying.

You cannot apply for an Intermediate Apprenticeship in Customer Service if you already hold a qualification at level 4 (or above) or, if you have previously completed a level 2 NVQ or Diploma in Customer Service or Business Administration.


Your assessor will support you to showcase your work in an easy to use e-portfolio. A range of methods will be chosen to assess your vocational knowledge and competence and may include: observations, professional discussions, verbal or written questions, assignments, presentations, work products, reflective accounts, witness testimonies and more!

Functional Skills are assessed via examination – tests are booked throughout the year on demand.

Future opportunities

Every apprentice has an exit review upon completion of their course and next steps are discussed ad appropriate advice and guidance will be given

Further information

- Check the website daily for new vacancies
- You must be prepared to invest some of your own time (outside of work) to study towards your apprenticeship
- You will be entitled to apply for an Apprentice NUS card
- You will have full access to all college facilities

How to apply

If you want to apply for this course, you will need to contact Solihull College & University Centre directly.

Last updated date: 17 October 2016
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