What's On The Course?

The Apprenticeship is a programme of vocational education and training whereby you will develop your skills whilst learning on the job, building up your knowledge and experience, gaining qualifications and earning money all at the same time.
The programme is made up of two mandatory and five optional units chosen to suit the individual and the employer.

The two mandatory units are:

• Prepare yourself to deliver good customer service.
• Provide customer service within the rules.
• Themed optional units are available from the following four categories and you must choose one from each theme:

Impression and Image:

• Give customers a positive impression of yourself and your organisation.
• Promote additional services or products to customers.
• Process customer service information.
• Live up to the customer service promise.
• Make customer service personal.
• Go the extra mile in customer service.
• Deal with customers in writing or using ICT.
• Deal with customers face to face.
• Deal with customers by telephone.

Delivery:

• Deliver reliable customer service.
• Deliver customer service on your customer’s premises.
• Recognise diversity when delivering customer service.

Handling Problems:

• Recognise and deal with customer queries, requests and problems.
• Resolve customer service problems.

Development and Improvement:

• Develop customer relationships.
• Support customer service improvements.
• Develop personal performance through delivering customer service.

For this NVQ, the individual builds a portfolio of concise and specific evidence. This could be paper based, audio or visual. The evidence is continually assessed and action plans issued identifying what is required to achieve future targets. An NVQ will only be awarded when all the practical and knowledge elements of the qualification are completed.

How Long Does It Take?

The Apprenticeship will take up to 18 months, mainly out in the workplace with limited college attendance to undertake Key Skills and a Technical Certificate.

When Does It Start?

The Apprenticeship can start at any time.

Who Is It Suitable For?

Anyone who wants to work in the Customer Service Environment as a Customer Service Advisor, Receptionist or in a front line role within the Hotel/Leisure industry.

What Are The Entry Requirements?

• 4 GCSE’s at grade D or 3 GCSE’s at grade D plus either Literacy or Numeracy.
• Basic Skills Assessment at Level 1.
• Good attitude to learning.
• Enthusiasm for the occupational area.
• Willingness to achieve your goals.
• Minimum age of 16 years.
• Employment in a Customer Service environment.

What Can I Do Next?

Progression onto Customer Service Level 3 at Lakes College, promotion within the workplace or further career options in Customer Service.

How Much Does It Cost?

Apprenticeships are Government Funded. However you will be expected to provide basic stationery items, i.e. folder/plastic wallets for storing your NVQ evidence.

Where Does It Take Place?

Mainly in the workplace, the majority of your programme is spent undertaking work with your employer. Agreed off the job training at College will be discussed with you to suit your training programme.

How Do I Apply?

To apply for this course as a student you will need to complete a college application form and then have an interview. Contact details below.

If you need any help deciding which course to apply for you can get impartial advice and guidance from our Advice & Guidance Officer or Student Services.

Student Services
Telephone: 01946 839 300
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If you are an employer looking for Apprenticeship training for a member of staff, please contact one of our Business and Community Account Managers on 01946 839 300.

What If I Need Support?

The College provides a range of additional support for students who would like extra help with their studies. If you need help in deciding what to study or information on travel, finance, childcare, personal or health concerns, please contact Student Services.
Lakes College is committed to eliminating any form of discrimination - be it based on gender, race, ethnic origin, background, religion or belief, age or sexual orientation.