Course Delivery: 

The apprenticeship can begin at any point in the year, and is delivered for groups and/or
individuals via a blended learning approach through Teams/Zoom/Skype as appropriate. The learners will typically have sessions and meetings with the tutor assessor every 3 to 4 weeks.

Assessment

As part of the apprenticeship, both the mandatory and optional units will be assessed as an evidence based e-portfolio, which will include knowledge and competency based activities. These can include work-based case studies, witness statements, observations, personal statements and knowledge questioning.

Mandatory units

• Understand the customer service environment
• Organise and deliver customer service
• Understand customers and customer retention
• Resolve customers' problems
• Principles of business
• Manage personal and professional development

Optional units

Your tutor/assessor will work with you to identify which optional units suit your role and responsibilities, you will need to complete 6-7. We recommend:

• Communicate verbally with customers
• Communicate with customers in writing
• Deal with incoming calls from customers
• Make telephone calls to customers
• Process information about customers
• Resolve customer service problems
• Use social media to deliver customer service
• Develop customer relationships
• Buyer behaviours in sales situations
• Resolve customer complaints

Benefits of the apprenticeship

• Flexible delivery options
• Fantastic CPD opportunity
• Successful learners are invited to our graduation ceremony
• Personal development
• Professional development
• Earn a recognised qualification