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Customer Service Apprenticeships
Framework – FR03058

Customer Service (England)

Apprenticeship Information


The Customer Service Intermediate and Advanced Apprenticeships in England respond to the employer need for high levels of customer service skills within a wide range of organisations. Customer service skills are transferable across sectors and can be applied to many job roles. The apprenticeships are primarily aimed at individuals whose job role is dedicated to customer service as an occupation, for example intermediate apprentices may be Customer Service Trainees, Assistants and Representatives/Agents, whilst advanced apprentices may be Customer Relationship Managers, Co-ordinators and Team Leaders.

Level 2, Pathway 1: Customer Service

Intermediate Apprenticeship in Customer Service - Pathway 1: Customer Service

* The Employee Rights and Responsibilities component of the apprenticeship can be achieved through either: The above ERR Qualification, The L/506/1905 Employee rights and responsibilities unit - this is an optional unit included within the combined qualification or the Skills CFA ERR workbook, available from the Skills CFA website (www.skillscfa.org)

Level 3, Pathway 1: Customer Service


Advanced Apprenticeship in Customer Service - Pathway 1: Customer Service

* The Employee Rights and Responsibilities component of the apprenticeship can be achieved through either: The above ERR Qualification, The L/506/1905 Employee rights and responsibilities unit - this is an optional unit included within the combined qualification or the Skills CFA ERR workbook, available from the Skills CFA website (www.skillscfa.org)

Framework – FR03015

Contact Centre Operations (England)

Apprenticeship Information


The Contact Centre Operations Intermediate and Advanced Apprenticeships in England were developed in response to employers need for high levels skills in contact centres in a wide range of organisations. They have been developed, with the help of employers, to widen the pool of potential recruits into the Contact Centre industry and to up skill the existing workforce to meet their skills priorities. Intermediate apprentices will work in job roles such as Trainee Agent, Contact Centre Agent, Help Desk Operative, Sales Advisor, Customer Service Advisor, Outbound Sales Agent, Inbound Sales Agent, Outbound Customer Service Agent, Inbound Customer Service Agent, Telephone Banking Advisor and Telesales Operator.

Level 2, Pathway 1: Contact Centre Operations*

Intermediate Apprenticeship in Contact Centre Operations – Pathway 1: Contact Centre Operations

* The Employee Rights and Responsibilities component of the apprenticeship can be achieved through either: The above ERR Qualification, The L/506/1905 Employee rights and responsibilities unit - this is an optional unit included within the combined qualification or the Skills CFA ERR workbook, available from the Skills CFA website (www.skillscfa.org)
What are Apprenticeships?
As employees, apprentices earn a wage and work alongside experienced staff to gain job-specific skills. Off the job, usually on a day-release basis, apprentices receive training to work towards nationally recognised qualifications. Anyone living in England, over 16 years-old and not in full-time education can apply.

Apprenticeships can take between one and four years to complete depending on the level of Apprenticeship, the apprentices’ ability and the industry sector. The minimum salary is £2.73 per hour; however, many apprentices earn significantly more.

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