This qualification is aimed at individuals who wish to build on 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 in a senior position and is applicable to a variety of work environments. It forms both the knowledge and competency requirements of the Advanced Apprenticeship in Customer Service and can also be taken on a stand-alone basis.
To complete this qualification learner should expect to undertake between 289 and 375 hours of learning, depending on their unit choices.
These include how to organise customer service delivery, the relationship between customer service and a brand, customer relationship management (CRM), business innovation and growth, fulfil a personal and professional development plan, how knowledge resources are used to support customer service delivery and ways of building relationships within a customer service partnership.
This qualification is assessed by a portfolio of evidence.