Contact Centre Operations Apprenticeship Level 2
What will I be doing?
This apprenticeship will provide you with excellent customer service skills and the knowledge needed to thrive within a role at a contact centre. The apprenticeship will put you in regular communication with customers, as you troubleshoot and assist them with various issues depending on the product or service. This intermediate level course will build your confidence in this role, and improve your ability to work effectively within a customer service team.
Throughout the duration of your apprenticeship, you will take on responsibilities such as:
- Multitasking by using technology during customer contact
- Providing support and guidance for specific products and services
- Using email, word processing software and other bespoke software
- Using your excellent customer service skills and processing customer information
What qualifications will I get?
Completing the Contact Centre Operations Level 2 Apprenticeship will result in you achieving the following qualifications:
- NVQ Certificate in Contact Centre Operations Level 2
- Functional Skills in Mathematics (Level 1)
- Functional Skills in English (Level 1)
What are the entry requirements?
Contact Centre Operations Level 2 does not have any formal requirements. Polite communication skills are essential, and you should also be a driven and person. You do not need to have any previous experience in a contact centre to apply for this apprenticeship.
What can I do afterwards?
The apprenticeship will equip you with the skills required to take on a variety of roles in contact centre and telesales communications, including Contact Centre Agent, Help Desk Operative, Sales Advisor, Telephone Banking Advisor, and Telesales Operator. You can also strengthen your skillset with additional supervisory responsibilities by starting the advanced apprenticeship in Contact Centre Operations.
After completing my customer service course, I was amazed by how much work was covered in the units. I also enjoyed the English skills tasks, as it helped me gain more experience with public speaking.Babington’s staff were really helpful and adapted to my learning style, for example I struggle to type huge amounts so my assessor recorded me answering the questions.I really enjoyed the course and would love to do the next level NVQ to help me improve in my job.
– Katherine Price, Customer Services Level 3 graduate, now employee at Remploy.