Intermediate Apprenticeship in Customer Service

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Garry Philip Conley
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1 Intermediate Apprenticeship in Customer Service This Apprenticeship builds on the success of its predecessor by using employer led, up to, flexible qualifications which meet the changing skills needs of employers. It builds in softer-skills such as communication, team working, interpersonal skills the ability to reflect on personal learning. Who is it most suitable for? The framework has been designed for a variety of Customer Service roles for example Customer Service Trainee, Assistant, Representative/Agent, Trainee Hairdresser, Estate Agent, Nursery Nurse, Florist; it provides employees with an accredited pathway of qualifications which are portable as their careers develop. In addition the framework provides employers with a toolkit from which they can deliver relevant teaching learning, appropriate to their evolving business needs /or contractual requirements. As contract delivery is increasingly outcome funded, it is critical that employers have the tools at their disposal to increase the skills of the sector through work based learning Apprenticeships. This Apprenticeship will also contribute to meeting the skills priorities for Engl by: providing flexible access to a high quality Level 2 skills programme incorporating skills to improve the general literacy, numeracy in Engl using technical competence qualifications, valued by employers, to increase productivity developing apprentices' Personal Learning & Thinking Skills, to build their confidence creativity, improving their social working lives developing apprentices' employability skills, making them more attractive to all employers whichever career they choose V2 October 2012 Page 1 of 7

Level 1 (5 credits) EDI Level 2 Certificate in Customer Service Technical Certificate (13 credits)

2 The Intermediate Apprenticeship in Customer Service Framework Level 2 NVQ Certificate in Customer Service (QCF) (28 credits) ( ) Transferable Skills: Functional Skills in Maths Level 1 (5 credits) English Level 1 (5 credits) EDI Level 2 Certificate in Customer Service Technical Certificate (13 credits) ( ) V2 October 2012 Page 2 of 7 Employment Rights Responsibilities (ERR) Personal Learning Thinking Skills

3 Level 2 Certificate in Customer Service To achieve the level 2 Apprenticeship, a minimum of 51 credits must be gained: 2 matory units totalling 8 credits 20 credits must be achieved by completing a minimum of one unit from each optional group 10 credits from Functional/Key Skills qualifications 13 credits from Technical Certificate component 455 Guided Learning Hours A minimum of 11 credits must be achieved at Level 2 from optional Groups A to E. How will learning assessment take place? The Apprenticeship should take approximately 12 months to complete for an average learner. It may take less time for learners with significant evidence of prior learning experience. Off the job learning Off-the-job Guided Learning Hours refers to the time taken to develop the technical skills to develop knowledge of theoretical concepts across a range of contexts. It can be seen as time away from "the immediate pressures of the job", may include all of the following (nonexclusive) activities: Individual Group teaching Coaching Distance learning e-learning Feedback Assessment Guided study Learning with peers/networked or collaborative learning Mentoring The requirement for off the job guided learning is calculated as follows: 30 hours for Functional/Key skills (15 hours per Functional/Key Skill) 85 hours (minimum) for the knowledge based qualification 20 hours for activities including inductions, ERR workbook Personal Learning Thinking Skills 24 hours of off-the-job coaching mentoring to support the apprentice Apprentices may be required to attend their nearest training centre to undertake examinations or assessments. Where possible, Babington will arrange for these to be carried out in the workplace. V2 October 2012 Page 3 of 7

4 On the job learning On the job guided learning hours refers to the time taken to develop the practical skills applied in the context of a job role. It can be seen as the time the apprentice spends being guided whilst undertaking normal activities as part of their job role, which provide opportunities to learn, develop practice skills. Transferable Skills Maths (Level 1) English (Level 1) Learners will complete Functional Skills in Maths English. Assessments are designed to measure the competent application of skills within real-life scenarios. Assessments are task based with no portfolio to complete. These can be completed on-screen, offline or paper-based. Completion of Functional Skills may not be required where evidence of a current transferable skills qualification exists e.g. GCSE. Personal Learning Thinking Skills There are six Personal, Learning Thinking Skills (PLTS) that provide a framework for describing the qualities skills needed for success in learning life. Employee Rights Responsibilities Employee Rights Responsibilities (ERR) is a matory part of all Apprenticeships. It must be assessed clearly evidenced. All apprentices must underst their rights responsibilities with regards to equal opportunities health safety. It is important that all apprentices receive a thorough induction into their organisation. This induction can contribute evidence examples towards meeting the requirements for ERR. EDI Level 2 Certificate in Customer Service (Technical Certificate) Learners need to achieve 13 credits overall to pass the Certificate. This will be achieved by sitting an externally marked test - Delivery of Effective Customer Service (6 credits). Learners will also be expected to complete a workbook - Supporting the Customer Service Environment (7 credits) V2 October 2012 Page 4 of 7

5 NVQ Certificate in Customer Service Level 2 (Competency component) Matory Units CU791 1 Communicate using customer service language 4 CU792 2 Follow the rules to deliver customer service 4 Optional Units Group B CU793 1 Maintain a positive customer-friendly attitude 5 CU794 1 Adapt your behaviour to give a good customer service impression CU795 2 Communicate effectively with customers 5 CU796 2 Give customers a positive impression of yourself your organisation CU797 2 Promote additional services or products to customers 6 CU798 2 Process information about customers 5 CU799 2 Live up to the customer service promise 6 CU800 2 Make customer service personal 6 CU801 2 Go the extra mile in customer service 6 CU802 2 Deal with customers face to face 5 CU803 2 Deal with incoming telephone calls from customers 5 CU804 2 Make telephone calls to customers 6 CU818 3 Deal with customers in writing or electronically 6 CU755 3 Use customer service as a competitive tool 8 CU819 3 Organise the promotion of additional services or products to customers CU820 3 Build a customer service knowledge set V2 October 2012 Page 5 of 7

6 Optional Units Group C CU805 1 Do your job in a customer friendly way 5 CU806 2 Deliver reliable customer service 5 CU807 2 Deliver customer service on your customer s premises 5 CU808 2 Recognise diversity when delivering customer service 5 CU809 2 Deal with customers across a language divide 8 CU810 2 Use questioning techniques when delivering customer service CU811 2 Deal with customers using bespoke software 5 CU812 2 Maintain customer service through effective h over 4 CU821 3 Deliver customer service using service partnerships 6 CU822 3 Organise the delivery of reliable customer service 6 CU823 3 Improve the customer relationship 7 4 Optional Units Group D CU813 1 Recognise deal with customer queries, requests problems CU814 1 Take details of customer service problems 4 CU815 2 Resolve customer service problems 6 CU816 2 Deliver customer service to difficult customers 6 CU756 3 Monitor solve customer service problems 6 CU817 3 Apply risk assessment to customer service 10 CU824 3 Process customer service complaints 6 5 V2 October 2012 Page 6 of 7

7 Optional Units Group E CU825 2 Develop customer relationships 6 CU826 2 Support customer service improvements 5 CU827 2 Develop personal performance through delivering customer service CU828 2 Support customers using on-line customer services 5 CU829 2 Buddy a colleague to develop their customer service skills 5 CU830 2 Develop your own customer service skills through self-study 6 CU831 2 Support customers using self-service technology 5 CU832 3 Work with others to improve customer service 8 CU833 3 Promote continuous improvement 7 CU834 3 Develop your own others customer service skills 8 CU835 3 Lead a team to improve customer service 7 CU836 3 Gather, analyse interpret customer feedback 10 CU837 3 Monitor the quality of customer service transactions 7 6 Certificate in Customer Service Level 2 (Technical Certificate) Matory Units CT179 2 Delivery of Effective Customer Service 6 CU854 2 Supporting the Customer Service Environment 7 V2 October 2012 Page 7 of 7

Intermediate Apprenticeship in Warehousing & Storage

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