Customer Service

Customer Service Apprenticeships

This framework has been written by the Skills CFA. Customer facing staff play an integral role in the success of business and through employer input a framework has been develop which meets the needs of industry, enhancing opportunities to deliver the very best customer service. Able to be used in a variety of industries, the framework remains flexible enough to meet all needs.

JOB ROLES

Customer service assistant

Trainee

Assistant

Representative or Agent

Customer relationship manager

Co-ordinator

Customer Service Team Leader

LEVEL OF LEARNING

2

3

ACTIVITIES WITHIN FRAMEWORK

DIPLOMA

Customer Service

Customer Service

ESSENTIAL SKILLS QUALIFICATION

Communication Level 1

Application of Number Level 1

Communication Level 2

Application of Number Level 2

EMPLOYMENT RIGHT AND RESPONSIBLITIES KNOWLEDGE AND UNDERSTANDING ASSESSMENT

The Apprenticeship, Traineeship and Jobs Growth Wales Programmes, led by the Welsh Government, are supported by the European Social Fund

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