To complete this apprenticeship 55 credits are required consisting of the following:
A minimum of 40 credits must be achieved through completion of units at level 3 or above.
Designed for learners to:
**Group A: Mandatory Units (31 credits) **
Unit Code | Unit Title | Level | Credits |
---|---|---|---|
CS 25 | Organise and deliver customer service | 3 | 5 |
CS 26 | Understand the customers service environment | 3 | 5 |
CS 30 | Resolve customers’ problems | 3 | 4 |
B&A59 | Principles of business | 3 | 10 |
CS 27 | Understand customers and customer retention | 3 | 4 |
M&L 9 | Manage personal and professional development | 3 | 3 |
Group B: Optional Units (minimum 15 credits)
Unit Code | Unit Title | Level | Credits |
---|---|---|---|
CS 28 | Develop resources to support consistency of customer service delivery | 3 | 5 |
CS 29 | Use service partnerships to deliver customer service | 3 | 3 |
CS 31 | Resolve customers’ complaints | 3 | 4 |
CS 32 | Gather, analyse and interpret customer feedback | 3 | 5 |
CS 33 | Monitor the quality of customer service interactions | 3 | 5 |
CS 5 | Communicate verbally with customers | 2 | 3 |
CS 6 | Communicate with customers in writing | 2 | 3 |
CS 12 | Promote additional products and/or services to customers | 2 | 2 |
CS 14 | Exceed customer expectations | 2 | 3 |
CS 15 | Deliver customer service whilst working on customer’s premises | 2 | 4 |
CS 18 | Deliver customer service to challenging customers | 2 | 3 |
CS 19 | Develop customer relationships | 2 | 3 |
CS 20 | Support customer service improvements | 2 | 3 |
CS 21 | Support customers through real-time online customer service | 2 | 3 |
CS 23 | Use social media to deliver customer service | 2 | 3 |
CS 35 | Champion customer service | 4 | 4 |
CS 38 | Build and maintain effective customer relations | 4 | 6 |
CS 40 | Manage a customer service award programme | 4 | 4 |
CS 41 | Manage the use of technology to improve customer service | 4 | 4 |
CS 22 | Support customers using self-service equipment | 2 | 3 |
CS 24 | Provide post transaction customer service | 4 | 4 |
CS 42 | Develop a social media strategy for customer service | 4 | 5 |
**Group B: Optional Units (minimum 15 credits) **
Unit Code | Unit Title | Level | Credits |
---|---|---|---|
CS 28 | Develop resources to support consistency of customer service delivery | 3 | 5 |
CS 29 | Use service partnerships to deliver customer service | 3 | 3 |
CS 31 | Resolve customers’ complaints | 3 | 4 |
CS 32 | Gather, analyse and interpret customer feedback | 3 | 5 |
CS 33 | Monitor the quality of customer service interactions | 3 | 5 |
CS 5 | Communicate verbally with customers | 2 | 3 |
CS 6 | Communicate with customers in writing | 2 | 3 |
CS 12 | Promote additional products and/or services to customers | 2 | 2 |
CS 14 | Exceed customer expectations | 2 | 3 |
CS 15 | Deliver customer service whilst working on customer’s premises | 2 | 4 |
CS 18 | Deliver customer service to challenging customers | 2 | 3 |
CS 19 | Develop customer relationships | 2 | 3 |
CS 20 | Support customer service improvements | 2 | 3 |
CS 21 | Support customers through real-time online customer service | 2 | 3 |
CS 23 | Use social media to deliver customer service | 2 | 3 |
CS 35 | Champion customer service | 4 | 4 |
CS 38 | Build and maintain effective customer relations | 4 | 6 |
CS 40 | Manage a customer service award programme | 4 | 4 |
CS 41 | Manage the use of technology to improve customer service | 4 | 4 |
CS 22 | Support customers using self-service equipment | 2 | 3 |
CS 24 | Provide post transaction customer service | 4 | 4 |
CS 42 | Develop a social media strategy for customer service | 4 | 5 |
Functional Skills to the following levels
Functional Skills Title | Level |
---|---|
Maths | 2 |
English | 2 |
Additional Requirements:
Employee Rights and Responsibilities:
The Employee Rights and Responsibilities component of the apprenticeship can be achieved through either achieving unit Employee rights and responsibilities (QCF) - this is an optional unit included within the combined qualification, or the Skills CFA ERR Workbook