The Customer Service qualification is suitable for all types of work roles across a wide range of organisations -whatever your role, you are generally delivering some kind of customer service. You could be working in a shop, sales team within an office, or a hairdressing salon. Good customer service gives an organisation a competitive ‘edge’ and the skills that you will learn throughout the qualification are invaluable.
Areas you will cover will include:
How to maintain a positive customer friendly attitude; how to recognise queries; requests and problems and how to deal with these; how to communicate effectively with all types of customers; understanding the rules and regulations for delivering service to customers.
Examples of jobs roles at Level 2:
Examples of job roles at Level 3:
When Katie Bone left school in 2007, she wasn’t sure what path to take next. At school, college and university were most often spoken about as post 16 options alongside 6th form, but when Katie didn’t get into 6th form at her school as she hoped, she decided to apply for college to study Health and Social Care for 3 years, including a two-week placement at a local care home.
being customer focussed and wanted to develop her admin and customer service skills further, within a business environment.
Worried that she wouldn’t have the skills an employer was looking for, Katie spotted an advertisement for an apprenticeship vacancy with JACE Training at their local head office in Wallington, Surrey and after a successful interview, was offered the job.
Katie’s job role was brand new to JACE – Apprenticeship Recruitment Officer – and gave Katie the opportunity to study for her level 3 Customer Service Apprenticeship through JACE and to develop this new and exciting role for JACE. This was exactly what Katie wanted – to be able to stay in education but to work at the same time.
Katie explains how different an apprenticeship was from school and college. Instead of being in a predominantly classroom-based environment, Katie could now work for and be paid by JACE four days a week and one day a week attended workshops with other apprentices, led by her JACE tutor, Natalie. “I enjoyed working. I was being paid and unlike college, was now in the ‘real life’ job role, and was treated as a member of staff. It helped to have one day for workshops where I could study and have a day away from the office. My tutor Natalie was always available to help and interested in how I was getting on.”
Katie says she could juggle working full time and studying for her qualification because JACE gave her time in the day to work on her units and course work: “If I had to cover a certain unit for my qualification, my colleagues at head office would set me a task that would cover that, for example, I would go out and attend a careers event or make phone calls or send out mailshots to employers.”
Katie believes that completing an apprenticeship with JACE has helped her career in business and helped the employers she has worked with, helping them to recruit an apprentice for their own company. “Because I was an apprentice myself I was best able to explain to an employer what it involved and how it will help their business and what they can expect. I could explain it all to them with genuine personal experience.”