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Contact Centre Operations Apprenticeships - Level 2 and 3 at Babington Group

Course description

Contact Centre Operations apprenticeship (Intermedicate and Advanced)

The Contact Centre Operations apprenticeship is about playing an important role within a business or organisation.

What is a Contact Centre Operators role?

Contact Centre (also known as Call Centres) Operators have a variety of roles that combine to provide an all-encompassing solution to client, and customer contact.

What does a Contact Centre Operative do?

Contact Centre Operatives handle and manage their customer interaction by communicating and building relationships with customers and colleagues; resolving problems; promoting products and/or services; making sales; navigating software; keeping records; gathering customer feedback and working in a team.

What does a Contact Centre Apprentice do?

As a Contact Centre Apprenticeship apprentice, your exact duties will depend on your employer. It’s likely that you’ll be working with a team to manage all client contact through a variety of mediums such as telephone, fax, letter, e-mail. You may be answering specific queries relating to customer issues. You may carry out sales and marketing activities or your skills could be used, to respond to customer complaints.

This sort of work requires someone who can work independently and have teamwork skills, to be flexible and adaptable.

What sort of career progression is available from a Contact Centre Apprenticeship?

With your transferable skills, you could be working in virtually any company, ranging from a small software design company through to a large manufacturing company; or maybe a multi-national brand or local charity – every business needs people with these skills and experience.

Contact Centre roles are also an excellent starting point to move into management once you have more experience. This will give you a wide range of opportunities and choices in your career, which you can then develop down the route that interests you.

Typical Job Roles Contact Centre Level 2 Apprenticeship
  • Trainee Contact Centre Advisor
  • Contact Centre Advisor
  • 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
  • Telesales Operator
Contact Centre Level 3 Apprenticeship
  • Senior Contact Centre Advisor
  • Team Leader
  • Line Manager
  • Operations Manager
  • Sales Team Leader
  • Customer Service Team Leader
  • Contact Centre Team Leader
  • Product Specialist
  • Supervisor
  • Support Analyst
  • Contact Centre Manager
Want to know more?

Select one of the options below to find out more about the Contact Centre Apprenticeship Level 2 (Intermediate) or Contact Centre Apprenticeship Level 3 (Advanced), including how to apply for an Apprenticeship or contact an advisor for more information and advice.

Course content

Business Administration NVQ level 2 allows an individual to learn and gain a nationally recognised qualification. National Vocational Qualifications are designed to meet the standards set by industry in occupational areas. They are designed to cover various aspects of a job or area of work, assessing skills actually used in the workplace.

The Technical Certificate develops understanding and skills which can be adapted to a work setting. Functional Skills are the skills which are most commonly needed to succeed in a range of activities, learning to use and adapt communication and number skills in a range of settings and contexts. Personal Learning and Thinking Skills are assessed throughout the programme.

Entry requirements

No formal qualifications are required but individuals should be enthusiastic, motivated, reliable and prepared to work hard. Good communication skills are essential and it is important to be understanding and show respect for others.

Future opportunities

Either progress Apprenticeship Levels and progress within a company. 

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: 02 March 2015
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Key information

Contact details

    • Contact name:
    • Babington Business College
    • Contact telephone number:
    • 0845 6056045
    • Email address: