Entry Requirements

• Employed in a trade/industry related to the apprenticeship.
  You will need to find employment in a related trade/industry before applying for the apprenticeship programme you wish to complete.
• Learners will be expected to achieve Entry Level 3 English and maths initial assessment

Course Structure

Induction (First six weeks)

• Programme overview/unit selection
• English and maths diagnostic – with Functional Skills support (where identified)
• Health and Safety, Equality and Diversity, Prevent and British Values
• Expectations and induction targets 
• End-Point Assessment requirements

On-programme (Months 01 - 12)

• Blended learning via online, work-based and self-directed study
• Development of an e-portfolio of evidence
• Progress reviews every ten weeks
• Work-based visits every four-six weeks
• Functional Skills delivery and exams (where required)
• Development of a showcase for End-Point Assessment

Gateway (Months 10 - 13)

• All skills, knowledge and behaviours achieved and evidenced
• Preparation for showcase
• Preparation for professional discussion
• Mock practical observations
• Confirm completion of Functional Skills
• Gateway confirmation declaration

End-point assessment (1 day during final 4 months)

(carried out by an accredited third party provider):

• Apprentice showcase
• Practical observation
• Professional discussion

Certification (Final 4 - 6 weeks of programme)

• City and Guilds Level 2 Diploma in Customer Service Practitioner
• Functional Skills English and maths
• Apprenticeship with certification from the Institute of Apprenticeships
• Membership to Professional Bodies if desired

Assessment & Feedback

Apprenticeship Standard

An Apprenticeship Standard programme is occupation focused and concentrates on the relevant knowledge, skills and behaviours required to complete the programme successfully.

What Next...

• Become an individual member (at professional level) of the Institute of Customer Service
• Progress to higher level customer servicebased qualifications
• Undertake a higher level apprenticeship in Supervisor/Team Leader if job role is appropriate