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Customer Service - Apprenticeship (Advanced) - Level 3 at College of West Anglia

Course description

  The main purpose of a customer service specialist is to be a professional for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisations products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

Entry requirements

You will be interviewed and assessed to identify your potential, commitment and motivation to achieve the Apprenticeship, based upon the range and level of activities you will be undertaking in the workplace. You may need to undergo an initial assessment of your Maths and English to show your ability to undertake study towards level 2 Maths and English. At the start of your apprenticeship programme you will need to be employed by a suitable andappropriate employer for at least 30 hours per week, including any off-the-job training you undertake. Where a part-time working pattern is undertaken, joint agreement may be made between with the employer and the apprentice for an extended apprenticeship duration. You will also need to have been a resident in the EU for at least 3 years and not be on any other government funded training programme.

Assessment

The apprentice will be assessed to the Apprenticeship Standard using three complementary assessment methods to take a view of their overall performance in their job. The End Assessment Process will consist of:- Practical Observation skills- Work based project, supported by an interview - Professional discussion supported by portfolio evidence The End Point Assessment process will be carried out by an independent and impartial Assessor.

Financial information

Please see the college website for fee details

Further information

For further information, please visit the college website

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: 19 October 2018
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