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Contact Centre at North Lancs Training Group (NLTG)

Course description

What is Contact Centre?

Intermediate apprentices will work in job roles such as Trainee Agent, Contact Centre Agent, Help Desk Operative, Sales Advisor, Customer Service Advisor, Outbound Sales Agent, Inbound Sales Agent, Outbound Customer Service Agent, Inbound Customer Service Agent, Telephone Banking Advisor and Telesales Operator. Advanced Apprentices will work in job roles such as Sales Team Leader, Customer Services Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst, and Contact Centre Manager.


What training will I receive?

Your employer will train you in a variety of skills to cover things such as how to communicate with your customers; Learn technical skills to operate the communication technology, knowledge and skills needed to navigate software, 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.

If you are following an Apprenticeship programme, there will be no need to attend college as you will be assessed in the workplace by a qualified NLTG Training Officer.

Course content

Additional benefits

• All vacancies are jobs from day one

• Your training will lead to a nationally recognised qualification

• You will receive an attractive wage/salary during training

• We have a dedicated team to support you with your English and maths skills

• We operate an equality and diversity policy

• All employers are appraised for health and safety

• We will visit you regularly during your training

• Your training will be full and varied


What qualifications will I achieve?

Depending on your abilities/employer’s training opportunities, you will follow one of two routes: 


Intermediate Level Apprenticeship:

Level 2 NVQ Certificate in Contact Centre Operations

Level 2 Certificate in Contact Centre Operations

Functional Skills

Personal Learning and Thinking Skills


Advanced Level Apprenticeship:

Level 3 NVQ Diploma in Contact Centre Operations

Level 3 Certificate in Contact Centre Operations

Functional Skills

Personal Learning and Thinking Skills

How to apply

You can apply for this course through UCAS Progress. Add this course to your favourites so you can start making an application.

Last updated date: 30 April 2018
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