The qualifications are delivered by the Assessor mainly in the workplace. The assessor discusses the work required and the apprentice builds a portfolio of evidence to meet the requirements of the qualification. This evidence is generated from their daily duties. The assessor sets targets which are reviewed at each meeting. The knowledge qualification is delivered via an On-Line Test.

Qualifications:

• Level 3 Diploma in Customer Service
• Employment Rights and Responsibilities
• Essential Skills Qualification Communication Level 2
• Essential Skills Qualification Application of Number Level 2

Job title / job role

Customer Relationship Manager, Co-Ordinator, Customer Service Team Leader – communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, using software/office-equipment to communicate, keeping records, gathering and analysing customer feedback and leading a team.

These programmes are part financed by the European Social Fund through the Welsh Government.

Assessment will be made through assignments, work-based observations and work-based evidence.