Customer Service - Intermediate Apprenticeship

UPDATED 20170203 15:14:03

Who is this qualification suitable for? The framework has been designed for a variety of customer service roles and it provides employees with an accredited pathway of qualifications, which are portable as their careers develop. In addition, the framework provides employers with a toolkit from which they can deliver relevant teaching and learning, appropriate to their evolving business needs and/or contractual requirements. Framework: Diploma 76% English L1 8% Maths L1 8% ERR/PLTS 8% Exemptions: -GCSE English Language Grade C or higher -Functional Skills English 12 or higher -GCSE Mathematics Grade C or higher -Functional Skills Maths L1 or higher What's included? 5 mandatory units (total of 19 credits) Optional Units (total of 26 credits) at least 3 credits must be from Group A, 16 from Group B and a maximum of 7 from Group C. How will learning take place? Off the job learning – individual & group teaching, coaching, distance learning, e-learning, feedback & assessment, guided study, learning with peers, networked or collaborative learning, mentoring. On the job training – this can be seen as the time you spend guided whilst undertaking normal activities as part of your job role, & which provide opportunities to learn, develop & practice skills. Completion of the diploma – When all outcomes have been achieved, your paperwork & portfolio is passed onto the Internal Quality Assurer, who will sample it & apply for your certificate, if it is of the required standard.

Course information

Name: Customer Service - Intermediate Apprenticeship Qualification title: NVQ Certificate in Customer Service (QCF) Qualification type: Assessment The Assessment Process: Access Training use a blended learning model which means that training, assessment & support will be delivered in a variety of ways to suit you & your employer. Webinars, e-learning & Skype will be combined with face-to-face visits & self-study to provide flexible learning that you can access when & where you want – whether that’s during an appointment in working hours, taking part in a Skype call at your desk or watching a video on your phone. Achievement of the qualification is based around the provision of sufficient evidence to show that the job can be done to the national standards. You need to collect a variety of evidence & this collection of evidence is called a ‘portfolio’. This will be done electronically via an e-portfolio & your assessor may use any of the following sources of evidence: -Performance at Work Observation -Work Product -Recognition of Prior Learning -Witness Statement -Questioning -Professional Discussion -Reflective Account Awarding City & Guilds of London Institute Created 20140814 03:27:30 Updated 20170203 15:14:03

Entry requirements

Employer will provide equipment needed. Equipment required Employer will provide equipment needed.


Further Education
0330 002 6266


Cawley House
96 Cliff Road Town: Nottingham County:Nottinghamshire

Learning aims

Title: NVQ Certificate in Customer Service (QCF) Qualification: NVQ Certificate in Customer Service (QCF) Classification: Business, Administration and Law

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