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Customer Service Level 2

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Summary

Our Customer Service intermediate apprenticeship lasts approximately 13 months. During the apprenticeship the learner completes practical on-the-job training to get real experience and improve their skills. Learners also study the underpinning theory behind their job role to help them understand their job, resulting in increased motivation, ambition and productivity.

Daily activities of a Customer Service level 2 learner could include:

  • Meeting and greeting customers
  • Inbound and outbound sales calls
  • Dealing with complaints

Once the apprenticeship has been achieved, the learner has the opportunity to advance to further education and qualifications, such as a Customer Service level 3 Apprenticeship.

This helps them to progress their career to senior roles such as customer service manager or team leader or a wide range of other managerial roles within business.

Composition of the qualification

During the level 2 apprenticeship learners complete the following qualifications:

  • Level 2 Diploma in Customer Service
  • Functional Skills qualification in English and maths
  • Personal learning and thinking skills (PLTS)
  • Employee rights and responsibilities

The diploma is built from a selection of mandatory and optional units. Prevista works alongside the learner and employer to ensure the right units are selected for the individual and their job role, maximising the positive impact for both the learner and employer.

Tutors will deepen learner’s knowledge, understanding and experience of equality and diversity, and ensure well-being and personal safety is embedded into training for example by teaching them their roles and responsibilities around safeguarding.

Mandatory units include:

  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Manage personal performance and development

Optional units include:

  • Communicate with customer in writing
  • Deal with incoming telephone calls from customers
  • Resolve customer service problems
  • Develop working relationships with colleagues
  • Bespoke software

Entry requirements

There are no specific entry requirements. However the learner must have a basic level of English and Maths and not be qualified to degree level or equivalent.

This qualification is suitable for learners of 16 years of age and above.

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