Customer Service – Foundation Apprenticeship

  • Duration: 18 months

  • Level 2 - Foundation Apprenticeship

This Foundation Apprenticeship is designed to provide you with the skills and knowledge required to carry out your job role and support future progression within the sector. You will be employed and receive at least the minimum apprenticeship wage and should achieve the Level 2 Apprenticeship Framework within the agreed timescale.

The qualifications are delivered by the Assessor, mainly in the workplace. The assessor discusses the work required and you build a portfolio of evidence to meet the requirements of the qualification. This evidence is generated from your daily duties. The assessor sets targets which are reviewed at each meeting. The knowledge qualification is delivered via an online test.

Qualifications:

  • Level 2 Diploma in Customer Service
  • Essential Skills Qualification Communication Level 1
  • Essential Skills Qualification Application of Number Level 1

Job title / job role:

Foundation apprentices will work in roles such as Customer Service Trainee, Assistant, Representative or Agent. Tasks undertaken may include communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, keeping records, gathering customer feedback, working in a team, developing complementary technical skills according to job role.

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.

  • There are no mandatory entry requirements for the Level 2 Foundation Apprenticeship. However, employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team
  • Applicants are expected to have basic numeracy and literacy skills

After successfully completing the Foundation Apprenticeship, you can progress to Level 3 qualifications.

The qualifications are delivered by the Assessor, mainly in the workplace. The assessor discusses the work required and you build a portfolio of evidence to meet the requirements of the qualification. This evidence is generated from your daily duties. The assessor sets targets which are reviewed at each meeting. The knowledge qualification is delivered via an online test.

Qualifications:

  • Level 2 Diploma in Customer Service
  • Essential Skills Qualification Communication Level 1
  • Essential Skills Qualification Application of Number Level 1

Job title / job role:

Foundation apprentices will work in roles such as Customer Service Trainee, Assistant, Representative or Agent. Tasks undertaken may include communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, keeping records, gathering customer feedback, working in a team, developing complementary technical skills according to job role.

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.

  • There are no mandatory entry requirements for the Level 2 Foundation Apprenticeship. However, employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team
  • Applicants are expected to have basic numeracy and literacy skills

After successfully completing the Foundation Apprenticeship, you can progress to Level 3 qualifications.

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