This qualification is aimed at individuals who wish to improve their knowledge and skills in the customer service sector. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a variety of work environments. This qualification forms both the knowledge and competency requirements of the Intermediate Apprenticeship in Customer Service and can also be taken on a stand-alone basis.
To complete this qualification learner should expect to undertake between 245 and 305 hours of learning, depending on their unit choices.
These include understanding customer service delivery, the relationship between customer service and a brand, the management of customer service information, being able to manage their own time and workload, fulfil a personal development plan, communicate with customers in writing and promote additional products and/or services to customers.
This qualification is assessed by a portfolio of evidence.