FOUNDATION APPRENTICESHIP
Diploma in Customer Services Level 2
Level 2 Apprenticeship
Diploma in Customer Services The Diploma in Customer Services foundation apprenticeship is for learners who work or want to work in the customer service sector and other related sectors e.g. contact centre and sales.
Contents Apprenticeship Framework Level 2 Diploma in Customer Services Essential Skills Qualifications Welsh Language Development
1
acttraining.org.uk
Apprenticeship Framework The aim of the Customer Services foundation apprenticeship is to provide learners with the tools and knowledge to learn, develop and practice the skills required in employment. The programme prepares learners for roles such as: • Customer Service Advisor • Customer Service Operator • Call Centre Advisor • Help Desk Operator • Anyone dealing with internal or external customers on a regular basis
Who is this apprenticeship for? This programme is for candidates who are new to role and who wish to develop their knowledge and skills. A typical candidate would be a member of a team working in a customer services role.
Overview It serves as hybrid qualification covering the NVQ requirements in the Customer Service Apprenticeship framework. Candidates can choose from a range of units, to ensure that they gain the skills needed to make improvements in the workplace. On completion of this apprenticeship you will achieve the following: • Foundation Apprenticeship Level 2 Diploma in Customer Services • Essential Skills – Application of Number • Essential Skills – Communication • Prentis-iath Welsh Language Development On the following pages, you will find information relating to the main qualification (Level 2 Diploma in Customer Services), as well as other aspects that will make up this apprenticeship programme, including Essential Skills and Welsh Language Development.
2
acttraining.org.uk
Level 2 Diploma in Customer Services This is the qualification you will be completing alongside your employment and will be providing evidence to your assessors to demonstrate your occupational competence along with attending workshops and completing online multiple-choice tests. Length of time to complete We will tailor your learning programmes to suit your needs, so that each learner’s experience is unique. While learner’s needs will be different, the recommended time to complete this programme is 14 months.
Course Delivery This programme will primarily be delivered through 1-to-1 sessions with a member of the ACT delivery team, using a mixture of face-to-face and remote learning sessions. An ACT assessor will meet with the learner, either in the workplace or through digital means (for example, Microsoft Teams) once a month for approximately two hours to support progress. Learners will also be set tasks to complete between each visit, for approximately 2 hours per month (please note – this is just a guide and will vary based on learner needs). Examples of some of the tasks that might be set by our assessors include: •
Collection of product evidence such as reports, letters, e-mails and screenshots
•
Reflective accounts: A reflective account is usually a write up of how a candidate has carried out part of their job, recording events that actually happened.
3
acttraining.org.uk
What you will learn This programme is made up of a mixture of mandatory units (these have to be completed by all learners as part of the qualification) and optional units (we will work with you to decide what units are relevant to your role, and your business). A brief overview of these units is below. Mandatory Units •
Deliver customer service
•
Understand employer organisations
•
Understand customers
•
Manage personal performance and
•
Principles of customer service
•
Understand employer organisations
•
Manage personal performance and
development
development
Optional units* •
Communicate verbally with
•
customers Communicate with • •
Workplace
customers in writing
•
Manage diary systems
Support customers through real-
•
Provide reception services
time online customer service
•
Contribute to the organisation of an
Use social media to deliver customer service
event •
Buddy a colleague to develop their
•
Resolve customers’ complaints
•
Gather, analyse and interpret
•
Employee rights and responsibilities
customer feedback
•
Develop working relationships with
• •
skills
Support customers using self-service equipment
colleagues •
Provide post-transaction customer
Principles of equality and diversity in the workplace
service
•
Processing sales orders
Deal with incoming telephone calls
•
Meeting customers’ after sales needs
from customers
•
Handling objections and closing sales
•
Make telephone calls to customers
•
Deal with incidents through a contact
•
Promote additional products and/or
•
services to customers • •
4
Health and Safety Procedures in the
centre •
Process information about
Carry out direct sales activities in a contact centre
customers
•
Negotiate in a business environment
Exceed customer expectations
•
Bespoke Software
acttraining.org.uk
•
Deliver customer service whilst working on customers’ premises
•
Carry out customer service handovers
•
Resolve customer service problems
•
Deliver customer service to challenging customers
•
Develop customer relationships
•
Support customer service improvements
* Don’t worry! During the first visit/meeting, our assessors’ work with all learners and employers to review which of the optional units are the most appropriate for your programme.
5
acttraining.org.uk
Workshops We run a series of workshops that will help develop the knowledge and skills needed for your programme. These workshops are delivered using a mix of faceto-face workshops and online programmes such as Microsoft Teams. Each workshop runs for 2.5 hours (approximately) and are run frequently. We have provided an overview of these workshops below. Principles of Customer Services • • • •
Understand customer service Understand how legal and ethical requirements relate to customer service Understand how to deliver effective customer service Understand the management of customer service information
Understanding Customers • Understand different types of customers • Understand the value of customer and their loyalty
Understand Employer Organisations • • • • •
Understand the difference between Public, Private and Voluntary sectors Identify different organisational structures and which best suit organisations Describe different types of legal structures Explain why change in the business is important Identify the internal and external influences on the organisation using business models
Have any questions about our Level 2 Diploma in Customer Services? We are here to help. If you have any further questions or enquiries about the main qualification element of the programme, please contact our Route Manager: Kelly Harry Route Manager for Management and Business Services kellyharry@acttraining.org.uk
6
acttraining.org.uk
Essential Skills Qualifications When you agree to undertake an Apprenticeship, you may be required to complete Essential Skills as part of your Apprenticeship framework. What are Essential Skills? The Essential Skills Wales (ESW) will be initially assessed via an online Wales Essential Skills Toolkit (WEST) Assessment. If a Learner already holds an ESW certificate or equivalent qualification this can provide a proxy and learners will not need to complete that ESW element of the programme. Where a Learner is not exempt an Individual Learning Plan (ILP) will be generated from the initial WEST assessment. The modules delivery will include independent learning via WEST, prior to guided learning sessions preparing the Learner for their assessment. ESWs are assessed via controlled tasks and confirmatory tests for Communication and Application of Number, Digital Literacy is assessed via a controlled task and structured discussion.
Proxy If you already hold qualifications, these may be used as ‘proxy’ towards your apprenticeship framework. As a result, you will be exempt from achieving that particular Essential Skill, if you wish. This will be discussed with you before you sign up. Below are some examples, although this list is not exhaustive.
7
Essential Skill
Proxy
Communication Level 1
GCSE G or above, Key Skills or Essential Skills Wales
Communication Level 2
GCSE C or above, Key Skills or Essential Skills Wales
Communication Level 3
AS/A Level E or above, Key Skills or Essential Skills Wales
Application of Number Level 1
GCSE G or above, Key Skills or Essential Skills Wales
Application of Number Level 2
GCSE C or above, Key Skills or Essential Skills Wales
Application of Number Level 3
AS/A Level E or above, Key Skills or Essential Skills Wales
acttraining.org.uk
Welsh Language Development As part of your Welsh Government funded framework, you will be supported to develop and maintain your Welsh language skills for the workplace. What is Welsh Language Development? ACT are committed to playing their part in the Welsh Government Million Speakers strategy. All learners will complete the Prentis-iaith Welsh Language Development course as part of your framework with us. Don’t panic – this is as a means of development and is aimed to support you with the development of your Welsh Language skills. This course is specially designed to give apprentices a basic knowledge of Welsh for the workplace and consists of 6 interactive modules to complete online. The course will be completed throughout your framework, with support from your assessor.
Already bilingual? If you are Welsh speaking you will undertake your learning bilingually. In practice this means that you can choose the elements of your learning that you would like to complete through the medium of Welsh. You will be able to discuss your particular preferences with your assessor.
8
acttraining.org.uk