Anderson Stockley Accredited Training Ltd

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1 Anderson Stockley Accredited Training Ltd Customer Service Level 2 Apprenticeship The Apprenticeship in Customer Service aims to build on and recognise good practice in customer service, in any industry, or to support technical expertise in any job role, acknowledging the importance of effective communication and service delivery. Anyone dealing with internal or external customers will benefit from gaining knowledge, understanding and experience of dealing with routine and more difficult customers, confident in their use of language and of the processes designed to make the role effective. Learners will have the opportunity to improve their skills and to support others within teams or organisations in the development of excellent customer service. The above qualification consists of: Level 2 NVQ Certificate in Customer Service Level 2 Certificate in Customer Service Functional Skills Communication Level 1 Functional Skills Application of Number Level 1 Employment Rights and Responsibilities (ERR) Qualification Structure To achieve the Level 2 NVQ Certificate in Customer Service, learners must achieve 28 credits from a set of units including in the Mandatory units listed below: Communicate using customer service language Follow the rules to deliver customer service To achieve the Level 2 Certificate in Customer Service, learners must achieve 13 credits from the two Mandatory units listed below: Delivery of effective customer service Supporting the customer service environment Learners will complete one set assignment and an online multiple choice test. The learner s assessor will guide learners through the underpinning knowledge needed. Learners will also be observed in the workplace by their assessor and complete case studies, short answer questions and personal statements.

2 Progression Level 3 NVQ Diploma in Customer Service Level 3 QCF Qualification relevant to the learners job role For full details about this qualification please visit the City and Guilds website. Funding Full funding for the Apprenticeship in Customer Service is available from Health Education England. Duration The Apprenticeship qualification takes 12 months to complete. Start dates available throughout the year. Venue This qualification can be delivered in house, on a one to one basis or alternatively in addition to assessment, observations and assignments, group workshops can be arranged. Anderson Stockley Accredited Training Ltd 4 Deanery Court, Grange Farm, Preston Deanery, Northampton, NN7 2DT Tel: Fax: enquiries@asatraining.co.uk

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4 Anderson Stockley Accredited Training Ltd Customer Service Level 3 Apprenticeship The Advanced Apprenticeship in Customer Service aims to provide opportunities to demonstrate understanding of customer service as a competitive tool and to be proactive in finding solutions, both within and externally to organisations. Learners are likely to have significant responsibility for the delivery of both internal and external customer service within their team or organisation. Learners will demonstrate their ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in their implementation, using software solutions as appropriate. The above qualification consists of: Level 3 NVQ Diploma in Customer Service Level 3 Certificate in Customer Service Functional Skills Communication Level 2 Functional Skills Application of Number Level 2 Employment Rights and Responsibilities (ERR) Qualification Structure To achieve the Level 3 NVQ Diploma in Customer Service, learners must achieve 42 credits from a set of units included in the Mandatory units listed below: Demonstrate understanding of customer service Demonstrate understanding of the rules that impact on improvements in customer service To achieve the Level 3 Certificate in Customer Service, learners must achieve 13 credits from the two Mandatory units listed below: Principles of customer service delivery Developing and improving the customer service delivery

5 Learners will complete two set assignments to cover the above units. The learner s assessor will guide them through the underpinning knowledge needed. Learners will also be observed in the workplace by their assessor and complete case studies, short answer questions and personal statements. Progression Level 2 NVQ Certificate in Team Leading Level 3 NVQ Certificate in Management Level 3/4 QCF Qualification relevant to the learners job role For full details about this qualification please visit the City and Guilds website. Funding Full funding for the Apprenticeship in Management is available from Health education England. Duration The Apprenticeship qualification takes up to 15 months to complete. Start dates available throughout the year. Venue This qualification can be delivered in house, on a one to one basis or alternatively in addition to assessment, observations and assignments, group workshops can be arranged. Anderson Stockley Accredited Training Ltd 4 Deanery Court, Grange Farm, Preston Deanery, Northampton, NN7 2DT Tel: Fax: enquiries@asatraining.co.uk

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