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Contact Centre Operations (Level 2) Apprenticeship at Central College Nottingham

Course description

Are you working in a Call Centre and want to learn more? Then this course is ideal for you!

Course content

Units studied include:

  • Using Bespoke Communication Systems


  • Handling Customer Contacts through Communication Media
  • Problem Solving
  • Recording Contact Transactions
  • Cold Calling and Selling
  • Promoting the Products and Services of your Employer
  • Functional Skills Maths and English at Level 1 (exempt if you have GCSE grades A* to C in the last 5 years)

You will be required to complete mandatory units and optional units which are selected based on the tasks you are required to complete as part of your job role.

English and Maths are an essential part of your studies and will help you succeed on your course. These subjects will help you develop confidence and are the key employability skills that all employers now look for when recruiting.

Entry requirements

The programme is accessible to all those who work in a suitable role within a Contact Centre. You will need to demonstrate English and Maths skills at Entry Level 3 (assessed at interview).


Each unit is continually assessed. You present evidence of competence via practical assessments and production of a personal portfolio.

Future opportunities

Qualification progression opportunities through Central College:

  • Level 3 Advanced Apprenticeship in Customer Service

You will be able to progress into a range of Contact Centre Roles including:
Customer Agent, Contact Centre Agent, Help Desk Operative, Sales Advisor, Customer Service Advisor, Outbound Sales Agent and Telephone Banking Advisor.

Further information

A significant amount of the job training is undertaken in the workplace. As a Contact Centre Operations Apprentice, you’ll probably work at the front end of an employer’s business activities and regularly assist customers. In most cases you’ll be making sure that customers are dealt with in a positive, reliable and pleasant way.

You will develop an electronic portfolio of evidence against the requirements of the qualification. The majority of the evidence will be generated by the Assessor observing you in the workplace. Assignments will be used to confirm your knowledge and understanding of the requirements of the role and policies and procedures in place at the workplace.

How to apply

If you want to apply for this course, you will need to contact Central College Nottingham directly.

Last updated date: 09 March 2016
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Key information


  • More information
    • The centre houses the recently completed Salon Central, a commercial salon with 40 hairdressing stations & 32 beauty treatment beds and the College's new 1000mConstruction Centre. It also provides courses in Business and IT, ESOL, Foundation for Apprenticeships and Work, Horizons (LLDD), Health & Social Care and Science. The Centre is also the base for the College's large International provision.