CUSTOMER SERVICE. Supporting you in delivering consistently high quality customer service across the country. Apprenticeships

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1 Apprenticeships CUSTOMER SERVICE Supporting you in delivering consistently high quality customer service across the country

2 Why choose Pearson Work Based Learning for customer service? The widest choice of customer service qualifications. I am pleased to say that not only have these programmes provided consistency in colleague training across our business, they have also contributed to Wickes winning awards for customers in-store experiences. everyone knows how important it is to look after your customers Everyone knows how important it is to look after your customers. As an investment, customer service training brings the very highest returns. Pearson Work Based Learning has an excellent suite of qualifications designed for you to implement in your organisation or to support your learners or employees in developing their customer service skills. Surrounding our qualifications we have developed a market leading support network, which will enable you to run your organisations and deliver your qualifications with the minimum of fuss. This includes dedicated account managers, innovative technology and new delivery resources. Vickie Mather, Group Training Manager, Wickes

3 Why Choose Pearson Work Based Learning for Customer Service? Sector Expertise Through Edexcel, Pearson Work Based Learning is the largest provider of customer service qualifications in the UK. We have worked with some of the largest employers, FE colleges and training providers in the UK to build a suite of customer service and contact centre based qualifications that is second to none. Last year more than 25,000 learners enrolled on a customer services qualification with Edexcel, including a mix of Apprenticeships, NVQs and BTECs. One of our strengths is that we can offer you a broad portfolio of qualifications from entry level up to level 7. As well as customer service, we offer related qualifications in business, retail, security, team leading and management, IT and much more. We are the only provider who can deliver the excellent and well known BTEC qualifications, which are now available in many shapes and sizes to help you find the right qualification for your learners. A flexible and consultative approach to quality We take quality very seriously, but we also understand and trust that you know what you are doing within your centre. For this reason we have developed a consultative and flexible approach to quality and standards verification. Our Standards Verifiers (SVs) are sector experts who will work with you and support you in delivering our qualifications. Our SVs are partners in delivery. Also, within the new integrated BTEC Apprenticeships you will now only have one SV per framework, rather than a separate one for each component of the Apprenticeship. Again, this will allow you to build a relationship with your SV and develop a partnership approach to delivery. New and improved specifications All of our BTEC Apprenticeships in Customer Service and Contact Centres, as well as our surrounding BTEC Specialist qualifications have been re-written and re-accredited onto the QCF. As part of this process we have worked with our centres to find out how we could improve our specifications. We have done this in a number of ways and each specification now contains: ÎÎ Specific detail on each unit, to ensure that you know exactly what each outcome means and which skills the learner needs to develop ÎÎ Mapping from previous NQF units to their new QCF equivalent ÎÎ Clear mapping to functional skills qualifications ÎÎ Clear rules of combination and guidance notes. The specifications are flexible and allow the trainer to contextualise learning in the workplace and to suit the learners needs. We know that each organisation has its own set of specific customer service needs, which is why we have developed specifications that are flexible, rather than prescriptive. Learners can undertake our qualifications in a context that they will understand and find engaging. Holistic delivery for all our customer service qualifications As part of our new BTEC Apprenticeships in Customer Service and Contact Centres, we have developed free support materials for both learners and providers that will allow a completely holistic method of delivery. The free workbooks will be available to every learner upon registration on both the Level 2 and Level 3 BTEC Apprenticeships. They are designed to cover all aspects of the BTEC Apprenticeship and allow the learner to collect evidence for both the knowledge and competency parts of their qualification, often using one piece of evidence across each component. The workbook also covers the ERR (Employee Rights and Responsibilities) and PLTS (Personal Learning and Thinking Skills) aspects that every learner must cover and allows them to claim their BTEC Award in Workskills for Apprenticeships early on in the qualification (find out more later on in this brochure). The delivery guides are again free on registration and allow customer service assessors to get the most from the new BTEC Apprenticeships and support the learner in getting the most from their workbook. The new holistic approach is key in that it allows learners to spend more time in the workplace and less time in the classroom. More credit is given for the work they do in the workplace.

4 Wide choice of qualifications Innovative Support all the way Developing specific solutions for your organisation We will work with you to ensure that all the in-house customer service programmes or training you currently deliver are fully accredited allowing your learners or employees to gain recognition of their achievements. We have worked closely with large organisations, such as BT, to ensure that they could accredit their in-house training programmes and create a qualification structure for all their employees. Our unique mapping service involves embedding learning and fundable qualifications into your existing customer service training programmes so you have: ÎÎ Flexible assessment and testing methods, including the option to create your own tailored assessments ÎÎ A range of quality assurance models ÎÎ Minimal administration and more time to focus on your people through technological innovation. Through Edexcel we have a wide range of NVQs and other competency-based qualifications, BTEC Apprenticeships, BTECs, plus many other qualifications available. This allows your learners or employees to specialise in the specific area of customer services in which they work or wish to work or which suits the needs of your organisation. For example we have pathways available specifically for those working in a contact centre but also those who want a more generic customer services Apprenticeship. Our qualifications are available in different sizes and at different levels. You can develop a solution for every learner and ensure the qualifications they are working towards are suitable for them. This will help them be more engaged, motivated and successful. We know that customer service is important at all levels of the organisation, which is why we have a developed a solution for all employees, from those in the call centre to those who develop customer service strategy. Progression and opportunity for all Whatever level your learners or employees are at, we have a qualification and progression pathway to suit them. Learners can start at our suite of level 2 qualifications including the brand new BTEC Apprenticeships before moving onto level 3 qualifications if they wish. The spiky profiles of our qualifications mean that learners can do level 2 units in a level 1 qualification, meaning there is less repeated learning and quicker progression. In addition to the customer services specific support offered by our SVs we have dedicated account managers who will work with you across every aspect of delivering work based learning programmes. They are there for you to call on for support and to provide advice and guidance on every aspect of delivering our customer services qualifications. They can also work with you to develop new funding opportunities and ensure you are maximising all of your current funding. In addition we have a series of new innovative technologies which will help your organisation run qualifications more effectively: One-click registration You can now gain approval to deliver complete BTEC Apprenticeships at the click of a button, rather than having to gain approval for the several individual components. Once you have gained approval, just one registration per learner is all that s needed to cover the complete BTEC Apprenticeship package, cutting out significant administration time traditionally spent on registrations. Apprenticeship Tracker You can track all your Apprenticeship learners progression through the Apprenticeship scheme on Edexcel Online. Data transfer and management We offer a unique technology solution that allows communication and transfer of learner data between our system, your systems, as well as the funding agency s system. The registration and results reporting can be carried out far more efficiently, without having to re-enter the data several times. Onscreen testing In partnership with Pearson Vue, we provide a test delivery platform that offers flexible, on-demand e-assessment, including content creation, delivery and administration to support Edexcel s Technical Certificates and Key/Basic Skills qualifications. Electronic standards Our Qualification Manager will allow you to download electronic versions of QCF units and NVQ standards to import directly into your eportfolio and Management Information System (MIS), so you don t need to enter them manually - saving you time. E-pen We have partnered with Destiny Wireless, a company that has developed E-pen technology. E-pens dramatically reduce the administrative effort associated with work-based learning data processing functions, including sign-ups, reviews, observation documents and exits. E-pen has transformed the operational efficiency of providers using the technology, and has been proven to deliver significant return on investment within weeks of using the system. Read on to find out more or get in touch now at btecapprenticeships@pearson.com

5 A Seamless Approach to BTEC Apprenticeships in Customer Service The new BTEC Apprenticeships in Customer Service are a single integrated product. We have reviewed and improved all of our systems and processes, from approval and registration through to verification and certification, to provide a seamless approach to delivering the new BTEC Apprenticeship. There are a number of ways we have improved our customer service Apprenticeships to make them as straightforward and efficient to deliver as possible. Technological innovation We have made use of state-of-the-art technology to reduce your administrative and cost burden and simplify the delivery of BTEC Apprenticeships in Customer Service. For example our one-click registration and data sharing innovations mean that you now only have to enter a learners data once, reducing error and saving time. Apprenticeships Contextualising functional skills for customer service With accessible specifications and testing, we have made our functional skills offer in customer service the most straightforward to deliver. We have also contextualised delivery, which means that learners taking our BTEC Apprenticeships in Customer Services or Contact Centres will be able to learn in an environment and context that they are familiar with and can engage with. BTEC in Workskills for Apprenticeships With the new requirements for Apprenticeships, you will now have to formally assess Personal Learning and Thinking Skills (PLTS) and Employee Rights and Responsibilities (ERR). With the BTEC Apprenticeship offer, we have made this easy for you by developing the BTEC in Workskills for Apprenticeships. These are short, bite-size, portfolio assessed BTEC qualifications which learners will complete as part of their induction. These qualifications make it easy for you to deliver this part of the BTEC Apprenticeship. They can be contextualised to the setting in which the learner will undertake their Apprenticeship, keep them engaged and give them a sense of achievement early on in the Apprenticeship. For more information please see Integrated assessment of both knowledge and competency The knowledge and competence-based elements of the customer service Apprenticeships have been assessed separately up until now; with BTEC Apprenticeships we are enabling you to integrate the assessment process between these elements. This means learners can use their evidence for both parts of their Apprenticeship thus saving time and administration costs for you and making things easier for the learner. FREE BTEC Apprenticeship Assessment Workbook and Delivery Guide To support you in delivering the BTEC Apprenticeships we have developed a delivery guide for tutors and an assessment workbook for every learner. These are completely focused around those working in customer services and will be available FREE upon registration. Please read on for more information.

6 FREE Exclusive resources to support your BTEC Apprenticeships in Customer Service To really help you deliver your BTEC Apprenticeships in Customer Service and support your learners all the way through their course we have developed workbooks and delivery guides that will be available completely free of charge. We have developed these workbooks and delivery guides from our experience of working with large organisations and we are confident they will give your tutors and learners everything they need to complete the Apprenticeships you deliver with us. For more information and to see in more detail how these FREE resources will support your delivery of our BTEC Apprenticeships in Customer Service please visit BTEC Apprenticeship Assessment Workbook The streamlined way to gather evidence more quickly across the whole of the BTEC Apprenticeship. The key features include: ÎÎ The one-stop assessment resource for your apprentice ÎÎ A FREE printed workbook for each learner taking a BTEC Apprenticeship, with an accompanying website containing support materials for the assessor ÎÎ Carefully designed activities, observations and discussions that the learner can work through independently and with their assessor ÎÎ Holistic activities that generate evidence simply and quickly across the competence and knowledge parts of the Apprenticeship including ERR and PLTS ÎÎ Additional online quick quizzes so the learner can prepare for onscreen assessment ÎÎ Contextualised practice activities for Functional Skills to engage the learner and make this assessment more relevant. Also mapped to the Essential Skills for Wales requirements. BTEC Apprenticeship Delivery Guide Giving you all the information you need to deliver the new BTEC Apprenticeships successfully, with the key features including: ÎÎ A full-colour delivery guide for providers, containing information for BTEC Level 2 Apprenticeships and BTEC Level 3 Advanced Apprenticeships ÎÎ A CD-ROM with all qualification specifications for the knowledge and competence strands and ERR, plus Functional Skills and Essential Skills Wales specifications ÎÎ Clear best practice guidance on areas where providers need support: ÎÎ the new BTEC Apprenticeship framework ÎÎ holistic delivery ÎÎ managing learner behaviour ÎÎ induction ÎÎ skills scanning ÎÎ engaging with employers ÎÎ recruitment, retention and completion ÎÎ 10-page section on how to use the BTEC Apprenticeship Assessment Workbook effectively.

7 BTEC Apprenticeships in customer service Please see below a list of all our BTEC Apprenticeships in Customer Service. For specifications and frameworks please visit For the very latest information on all of our customer service qualifications, including our NVQs and BTEC Technical Certificates please visit All of our specifications have been redeveloped for the QCF, and we have taken time to ensure they are a useful delivery tool for each of our BTEC Apprenticeships. Each specification: ÎÎ Contains specific detail on each unit, to ensure that you know exactly what each outcome means and which skills the learner needs to develop ÎÎ Contains mapping from previous NQF units to their new QCF equivalent ÎÎ Clear mapping to functional skills qualifications ÎÎ Clear rules of combination and guidance notes. Apprenticeship Title Level Knowledge Qualifications QCF Credit / NQF Competence Qualifications Transferable Skills BTEC Apprenticeship in Customer Service 2 Level 2 Certificate in Customer Service (QCF) (QAN ) 13 Level 2 NVQ Certificate In Customer Service (QCF) (QAN ) Application of Number Key Skill at Level 1 (QAN U ) Communication Key Skill at Level 1 (QAN U ) BTEC Advanced Apprenticeship in Customer Service 3 Level 3 Certificate in Customer Service (QCF) (QAN ) 11 Level 3 NVQ Diploma In Customer Service (QCF) (QAN ) Application of Number Key Skill at Level 2 (QAN U ) Communication Key Skill at Level 2 (QAN U ) BTEC Apprenticeship - Contact Centre 2 Level 2 BTEC Award in Contact Centre Skills (QAN ) 11 Level 2 NVQ In Contact Centre Operations (QAN ) Application of Number Key Skill at Level 1 (QAN U ) Communication Key Skill at Level 1 (QAN U ) BTEC Advanced Apprenticeship - Contact Centre 3 Level 3 BTEC Award in Contact Centre Supervisory Skills (QAN ) 21 Level 3 NVQ In Contact Centre Professionals (QAN ) Application of Number Key Skill at Level 2 (QAN U ) Communication Key Skill at Level 2 (QAN U ) = Onscreen option available

8 Supporting First Group in delivering Customer Service qualifications SUMMARY Customer profile First Group is the worlds largest public transport operator and the market leader in safe, reliable, innovative and sustainable transport services. Solutions ÎÎ Skills Qualifications ÎÎ BTEC Specialist Qualifications ÎÎ BTEC Short Courses (ranging from Levels 1-3) Business benefits ÎÎ 80% achievement rate ÎÎ Increase staff morale and motivation ÎÎ Improved staff retention The customer First Group is the world s largest public transport operator. They employ 130,000 staff throughout the UK and North America, carry 2.5 billion passengers and bring in over 6 billion in revenues every year. First Group is the market leader in safe, reliable, innovative and sustainable transport services. First Group operate Greyhound UK, passenger and freight services and the Croydon Tramlink Network on behalf of Transport for London. The challenge First Group is passionate about investing in their staff. They wanted to implement qualifications to reduce staff turnover and give their employees potential promotional opportunities. On-demand support was important for First Group to ensure accurate, timely information could be provided to their learners. They also needed a set of specific qualifications that were relevant to the daily lives of their staff. First Group has a diverse range of learners throughout the organisation and therefore needed flexible qualification options to suit learners lifestyles and commitments. The level of support we ve received from Pearson Work Based Learning has been fantastic. We re very satisfied with our relationship with Pearson and highly recommend other companies use Edexcel s qualifications in their workplace. Mat Chapman Life Long Learning Manager, First Group The solution Pearson Work Based Learning began working with First Group in 2004 to offer eight different types of qualifications to approximately 45,000 of First Group s staff including BTEC Apprenticeships in Customer Service. First Group s employees gained Skills qualifications such as literacy and numeracy, BTEC Specialist qualifications such as CCTV operations and BTEC Short Courses, ranging from levels 1 to 3. Pearson Work Based Learning provided First Group with flexible qualifications which enabled employees to learn parts of the course to fit around their lifestyle and work commitments. The outcome First Group have seen real, measurable results and bottom-line benefits. They have a high achievement rate for their employees, averaging more than 80 percent and higher on some courses. First Group s Life Long Learning Manager, Mat Chapman commented: Edexcel s qualifications act as an incentive for employees, and we ve noticed that staff morale has increased, leading to an increase in staff motivation. Since the qualifications were introduced we have also noticed that staff are now staying with the organisation for longer. The level of support we ve received from Pearson Work Based Learning has been fantastic. We re very satisfied with our relationship with Pearson and highly recommend other companies use Edexcel s qualifications in their workplace. Mat concluded.

9 The Complete Offer in Customer Service Pearson Work Based Learning have the broadest and deepest selection of qualifications available on the QCF. From entry level through to level 5 there is a qualification which suits your organisation and learners. Whether you want an Apprenticeship or a single qualification we will work with you to make sure you make the right choice. Our wide portfolio of highly respected BTEC qualifications can help you to engage with employers and allow you to offer a bespoke qualification package to your learners For a full list of all our customer service qualifications please visit Foundation Learning Within the foundation learning suite there is a group of new Personal & Social Development (PSD) qualifications which will help learners prepare for work. These are the perfect pre-apprenticeship qualifications, offering a seamless progression into the BTEC Apprenticeships in Customer Service. Our Foundation Learning qualifications are engaging, flexible and easy to implement and deliver. For more details please go to NVQs & Competence based qualifications Our NVQs in customer services have been accredited on to the QCF and are available from levels 1 4. The new QCF NVQs have been designed to be more flexible to the needs of learners and organisations delivering them. We can offer both certificate sized qualifications, as well as diplomas. The NVQs in Contact Centre Operations, at levels 1 and 2, are aimed at those who work in contact centres and deal with customers over the telephone on a daily basis. The skills covered are relevant to every sector, from utilities and banks to mobile phone companies and travel and tourism. Learners can progress to the level 3 and 4 NVQs for Contact Centre Professionals, designed for contact centre supervisors and managers. The qualifications are based on a unit value system, so you can choose the units that best match the job role you are training for. BTEC Specialist Qualifications The BTEC Specialist qualifications in customer services are the new QCF accredited qualifications at levels 2 and 3. They can be tailored to match the learner s chosen sector specialism, level and pattern of delivery. We can offer the following qualifications in this sector: ÎÎ BTEC Level 2 Certificate in Customer Contact ÎÎ BTEC Level 2 Award or Certificate in Customer Services ÎÎ BTEC Level 3 Award or Certificate in Customer Services. For more details, and for full specifications please visit BTEC WorkSkills a flexible way to increase learner employability Our BTEC WorkSkills qualifications are a package of flexible, bite size units that will give your learners many of the softer skills they need to help them improve their career opportunities. WorkSkills covers areas such as teamwork, adaptability, working with customers, self management skills and much more. You can easily add WorkSkills into your BTEC Apprenticeships or NVQs package or add it to other qualifications your learners may be doing. For more information please visit To see our complete NVQ offer in customer services please visit

10 Do you want to deliver BTEC Apprenticeships in Customer Service? Getting started is easy. All you need to do is complete the reply paid postcard and send it back to us, call , or visit If you are interested in any of our other qualifications please visit call or We will then contact you to talk through your requirements and work closely with you to develop a solution that suits your organisation.

11 Contact us Telephone: Visit BTEC is a registered trademark of Edexcel ltd. Edexcel limited. registered in England and Wales no Registered office: 190 High Holborn, London,WC1V 7BH. Vat reg no Publication code: Z January 2011 Disclaimer We have endeavoured to ensure that all the information here is correct at the time of publication, but give notice that some details could change as we develop and improve the products and services that we offer. We are not liable for any losses, damages, liabilities, claims and expenses arising from the use of any of this information.