Customer Service Level 2 Intermediate Apprenticeship

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Business, Administration & Commercial Enterprise

Customer Service Level 2 Intermediate Apprenticeship

Launceston: Liberty House
Penwith College Campus
Truro College Campus

Department: Business Centre - 01872 242711

Apprenticeship

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Course Overview:

Good customer service is key to the success of any business or organisation. In a competitive market, consistent and excellent customer service can make a big difference to a company’s performance by enhancing its reputation and ensuring customer needs are met. Customer Service Apprentices will usually work at the front end of an employer’s business activities and regularly assist customers.

At Level 2, the Customer Service Apprenticeship is designed for employees who deal with customers on a daily basis both internally and externally. This could be in an office, as a retail assistant, serving food or drink, as a receptionist, carpet fitter, craftsman and other roles that involve dealing with people. You will develop skills in a number of areas of customer service that will allow you to deliver an excellent service for your business.

Course Content:

This Apprenticeship includes the following elements:

Level 2 Certificate in Customer Service
Level 2 Technical Certificate in Customer Service
Level 1 Functional Skill in Mathematics
Level 1 Functional Skill in English
Employer Rights and Responsibilities (Work-book)

The Customer Service Apprenticeship will help you deliver excellent service to your customers. Achieving this Apprenticeship will develop your skills and knowledge in a number of areas including, recognising and resolving problems, improving business performance and business communications, delivering customer service excellence, effective business writing and many more. You will also develop skills in analysing numerical information and communication relevant to your job role plus develop an understanding of employment rights and responsibilities.

Business Benefits: Training your staff through the Apprenticeship programme will help increase productivity, improve skills, raise customer service levels, improve morale and boost profits. Training your staff to deliver excellent customer service will improve the profile of your business and help keep your customers coming back time and time again.

Individual Benefits: Completing an Apprenticeship is a great way to gain practical work experience, develop your skills and knowledge, achieve nationally recognised qualifications and earn a real wage. Achieving the Customer Service Apprenticeship will allow to develop your skills and career in an area that is essential in any business.

Delivery Method: Apprenticeships are achieved through a blended learning approach, incorporating taught sessions, workplace learning and assessments and online learning. One-to-one support, tuition and advice are available from our team of experienced and qualified tutors, assessors and advisers.

Time Commitment: A minimum of 12 taught sessions (days) over 24 weeks, a one day induction, and taught sessions for functional skills (if applicable). With regular workplace visits plus online learning and self directed study.

Assessment: This Apprenticeship is achieved by attending taught sessions, completing a work-based portfolio and doing timed and work-based assessments.

Progression through Truro and Penwith College:

Customer Service L3 Advanced Apprenticeship
Business and Administration L2 Intermediate Apprenticeship
Hospitality Apprenticeships

Costs

The majority of the training costs delivered by the College for Apprenticeships are funded. There is a required employer contribution towards this as follows:

Apprentices aged 16 – 18 = Free
Apprentices aged 19+ = £250.00 Employer Contribution or £500 for large employers

Employers must pay Apprentices a wage (minimum of £2.65 per hour). Apprenticeships at Truro and Penwith College are only available to businesses in Cornwall and the Isles of Scilly.

Why Choose Truro and Penwith College Business Centre?

One of the top ten Colleges in the UK
Awarded the Training Quality Standard for providing outstanding training and development for employers
Designated Outstanding status by Ofsted (2008)

How does our training benefit your business?

Our training improved the profits of 35% of the businesses we work with
68% of businesses became more efficient after training with us
Training helped 84% of businesses we work with improve staff performance

Course Feedback:

“I feel I have learnt a whole new area of customer service!” – Julie, Piran Technologies

For further information and an application form please contact: Denise Caff, Truro and Penwith College, Palace Building, Quay Street, Truro, Cornwall, TR1 2HE Tel: 01872 242711. Truro and Penwith College offers free impartial advice and guidance on all courses. For terms and conditions of use see are website: http://www.truro-penwith.ac.uk/business/