City & Guilds Level 2 Certificate in Contact Centre Operations
25 Aug 19
This qualification comprises of a competence framework and knowledge based framework which together when achieved make up the overall ApprenticeshipsNI qualification. This qualification covers the basic elements of how to deliver an excellence customer experience and will equip you with the necessary skills to work and support customer service delivery. The following areas that can be covered within this qualification: Comply with health and safety procedures in a contact centre, Improve personal effectiveness at work in a contact centre, Use systems and technology during customer contact in a contact centre, and Deliver customer service through a contact centre. All learners will cover the mandatory core units and then a choice of optional units. Level 2 will suit you if you are working in a contact centre and have some relevant knowledge and skills, usually from a role where you've been supervised.
An Apprentice needs to be employed or be about to take up paid employment as an apprentice with a Northern Ireland company and be working a minimum of 21 hours per week (which includes off-the-job-training). Also as an apprentice, you must be the minimum school leaving age in Northern Ireland. Furthermore, please refer to the College’s admissions criteria, which are outlined at the beginning of this document.
All fees are set in accordance with DfE regulations.
Opportunities and Progression
This qualification could lead to jobs such as: Customer Service Advisor, Team Leader, Customer Services Manager. Also on successful completion of this Level 2 Apprenticeship, you can in your current employed position progress to an ApprenticeshipsNI Level 3.
Centre for Skills & Apprenticeships, tel: 028 9026 5219 or email: [email protected]