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Contact Centre Apprenticeships at Grŵp Llandrillo Menai

Course description

The Contact Centre Apprenticeships include employer led, up to date, flexible qualifications which meet their demand for higher levels of contact centre skills, including softer-skills such as communication, team working, interpersonal skills and the ability to improve own learning and performance.

Whatever contact centre an apprentice might work in, they will be learning and understanding the key concepts of contact centre operations, customer service and how to apply this knowledge and skills in the workplace. For a Level 2 apprentice these skills could involve technical skills to operate the communication technology, knowledge and skills needed to navigate software, communicating with customers, building relationships with customers and colleagues, resolving problems, promoting products and/or services

making sales, using appropriate communication channels, keeping records, gathering customer feedback and working in a team. 

For a Level 3 apprentice these skills could involve higher levels of technical skills to operate the communication technology, higher levels of knowledge and skills needed to navigate software, problem solving, improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.

Course content

A majority of training is provided in the workplace, however the college will require all learner to attend college based sessions to complete theory tasks and tests.

Entry requirements

All apprentices must have an employer who can cover the NVQ criteria. 

No formal qualifications are required but experience in a Contact Centre is desirable.


An apprenticeship is assessed as follows:

  • Completion of a portfolio of evidence
  • Work based observations
  • Theory based tasks and tests

Future opportunities

You can progress from:-

Foundation Apprenticeship Level 2 to an Apprenticeship Level 3.

Further information

Work-Based Learning

Level 2 and 3

How to apply

If you want to apply for this course, you will need to contact Grŵp Llandrillo Menai directly.

Last updated date: 06 October 2016

Key information