You will study units from the list below which relate to your job role. You will also study:
Employment, Rights and Responsibilities (ERR) Booklet
Level 2 Functional Skills in English and maths
Personal Learning and Thinking Skills (PLTS)
Manage personal and professional development
Develop resources to support consistency of customer service delivery
Use service partners to deliver customer service
Resolve customer complaints
Gather, analyse and interpret customer feedback
Deal with customers in writing or electronically
Manage team performance
Manage individuals performance
Collaborate with other departments
You will also undertake a range of specialist units.
You will need to be at least 16 years of age and must either hold five GCSEs at grade A*-C, including GCSE English Grade 4 or above, or have completed a Customer Service Level 2 Apprenticeship.
It is desirable that you have English and maths at grade C or above but this is not essential as Functional Skills is delivered as part of the apprenticeship programme.
You need to be employed within a Customer Service setting or have an employer in this area willing to take you on as an apprentice.