Accessibility links

Customer Service Intermediate Apprenticeship at Heart of Worcestershire College

Course description

Excellent customer service is provided by people who are good with people, can communicate with them in differing ways according to their needs, are able to work consistently and reliably to meet their expectations and help to resolve any problems they may have. Individuals who are working towards a Customer Service Apprenticeship will have the opportunity to develop these attributes whilst developing a good knowledge of their organisation's products and services and the systems used to deliver these to customers.

Good customer service is key to the success of many organisations whether they are in the business to make profit or to provide a public service. Dedicated customer service staff are therefore employed in most industries.

Customer Service employees are usually members of a team working at the front end of an employer’s business activities. They may answer customer’s enquiries; deal with their problems and deliver services, face-to-face, over the telephone, or using email. Specific duties will vary according to the sector they work in and the type and size of organisation, however their primary role will be to ensure that their customers are dealt with in a positive, reliable and pleasant way. They assist their customers in finding and delivering the goods or services they require, so need clear and up-to-date knowledge of their organisation’s products and services, policies and procedures.

This framework is ideal for individuals working in a broad spectrum of job roles across many different sectors, from government to telecommunications. However, most individuals tend to work in the service sector; in retail, financial services, call centres, hospitality or sport and recreation.

Apprenticeships are a tested way of training either a new or existing team member. An apprenticeship will provide on-the-job training which leads to an employee gaining a nationally recognised qualification which has been developed by the Sector Skills Council. The Apprenticeship framework will include the following elements;

• Customer Service – Level 2 Diploma (NVQ)
• Mathematics – Level 1
• English – Level 1
• Personal Learning & Thinking Skills
• Employment Rights and Responsibilities

Entry requirements

An employee/apprentice must be over 16 years of age with no prior level 4 qualifications or above working a minimum of 30 contracted hours per week in an appropriate occupational role

Assessment

You will be assessed againsts a set of nationally recognised standards which are set by the Awarding Body. The competence based element assessment will be via direct observation and work place supporting evidence. The knowledge based element may be assessed via a test, reflective review or assignment to confirm that you have achieved and understood the level of knowledge required. Whereas Functional Skills be be assessed via on-line tests.

Future opportunities

Three months before completing this Apprenticeship framework a review will take place with yourself and your employer to discuss progression opportunties which may lead to a permanent employment contract, further study or indeed both.

How to apply

If you want to apply for this course, you will need to contact Heart of Worcestershire College directly.

Last updated date: 29 September 2016

Key information

Venues

  • More information
    • Spires Theatre

      Always dreamed of being on stage? Look no further, our Performing Arts department boasts a professionally equipped theatre in St. Andrews' building with a state-of-the-art computerised lighting system, sound systems and multiple stages and seating positioning, giving you a platform to showcase your talent. As a Performing Arts student you will have the chance to participate in a variety of productions throughout the year. 

      The View

      Feeling peckish? The View is a place for you to grab a coffee, stop for a light snack or sit down for a full meal. It boasts a vast and ever-changing menu of freshly prepared snacks, meals, soups and cakes made by our Chefs and catering students. Looking out over the River Severn, The View is the place in college to meet friends over coffee, relax with a book over cake, or sit down for some enjoyable, wholesome, home-cooked food without any of the effort of cooking or preparing it yourself.

      Starbucks

      Make time for a milky latte and visit our Starbucks counter in The View. We have the only one in Worcester City Centre! So come sit back, warm up and relax with a cappuccino, or even grab a berry frappe to go!

      Nursery

      Our nurseries provide a happy, secure and stimulating place where learning through play is purposeful and fun! Our bright and spacious nurseries offer a wide range of flexible childcare for children aged 3 months to 5 years old. The nurseries are recognised as 'outstanding' by Ofsted who also praised the training received by staff, and the atmosphere that the children enjoy.

      St Dunstan's

      St Dunstan's is a state-of-the-art building dedicated to our creative arts and hair and beauty provision in Worcester. Short-listed for the prestigious AJ Retrofit Awards, this modern building is home to our hair and beauty salon, art and design studios and coffee shop making it the perfect place for students to explore their creative side. Our hair and beauty salon, Fountains is open to members of the public.