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Contact Centre Operations Apprenticeship Level 2 at City College Plymouth

Course description

The contact centres industry is one of the fastest growing in the UK, with job opportunities in most cities. As a contact centre apprentice, you could find yourself working for a huge variety of companies. On this Apprenticeship you could be working in sales, information retrieval or account management, or for public service advisors like the NHS or Local Government. No matter where you end up, the same sets of skills will apply: you’ll work the phones and computer systems; listen and communicate; solve problems; and work with a team in a fast-paced environment. Employees of contact centres need to be helpful, friendly and well informed – after all, they’re representing their company or organisation to the public or helping their customers deal with emergencies for the police, fire and rescue, and ambulance services. Because they spend most of their time making and/or answering calls, or responding to customers via emails or other computer networks, contact centre employees must have an excellent phone manner and be able to communicate in writing. Ultimately, contact centre work is about providing the best customer service possible, a valuable skill for any apprentice. As an apprentice you will achieve valuable occupational competence in a contact centre role. You will be employed and your job role will include dealing with customers over the phone and providing great customer service. The majority of your training/learning will take place within your workplace. On completion of the Apprenticeship you will gain a suite of vocational qualifications which form part of the Apprenticeship framework - a great start for your career! 

Course content

Level 2 NVQ Certificate in Contact Centre Operations:

  • improve personal effectiveness at work in a contact centre
  • comply with health and safety procedures in a contact centre.

Level 2 Certificate in Contact Centre Operations:

  •  principles of personal effectiveness in a contact centre
  •  principles of health and safety in a contact centre
  •  principles of personal responsibilities and working in a business   environment.

Plus a range of optional units chosen to suit your individual requirements.

Entry requirements

Acceptance on this Apprenticeship will be determined through interview, diagnostic testing and vocational assessment. 


Acceptance on this Apprenticeship will be determined through interview, diagnostic testing and vocational assessment. For the NVQ you will be continuously assessed both on and off-the-job. Assessment for the technical certificate involves you completing a workbook which will be externally moderated. Functional skills will be assessed via various workshops plus an examination (however, you may be exempt from this if your GCSE grades are at grade C or above). 

Future opportunities

On successful completion you may enter full-time employment or progress to a level 3 course at the College. 

How to apply

If you want to apply for this course, you will need to contact City College Plymouth directly.

Last updated date: 24 February 2016

Key information