Qualifications designed for those entering or involved in customer service wishing to gain a wide range of skills in all industries to promote continuous improvement for a range of products and services.
ITEC tutors deliver a work-based framework designed to develop knowledge and skills, a real alternative to GCSE’s and A-levels. Employers provide the practical experience, putting those skills to the test in a real work environment.
National Vocational Qualification (NVQ)
Comprising of a number of mandatory units and optional units agreed upon by the learner, employer and ITEC’s tutor which may include:
- Effective use of customer service language
- Dealing with customers face-to-face
- Dealing with customers using bespoke software
- Resolving customer service problems
- Promoting additional services or products to customers
Personal Learning & Thinking Skills (PLTS)
Modules within the Personal Learning and Thinking Skills criteria:
- Independent Enquirers
- Creative Thinkers
- Reflective Learners
- Team Workers
- Self Managers
- Effective Participators
A specialised course of study to ensure learners receive full induction into their employment and gain the underpinning knowledge of work, personal and interpersonal skills to succeed in a customer service role.
Functional Skills are designed to aid young people and adults participate and succeed in life, learning and work, and include:
Employment Rights and Responsibilities
- Contracts of Employment
- Policies & Procedures
- Equality & Diversity
- Data Protection
- General sources of information and advice
Progression – Advanced Apprenticeship (Level 3)
Learners may progress onto a Level 3 qualification as their job role expands with the opportunity to develop significant responsibility for the delivery of both internal and external customer service; demonstrate their ability to analyse and respond to customers on a strategic level; suggest improvements; utilise software solutions as appropriate. Customer service skills are particularly evident in; retail, financial services, contact centres, hospitality, sport & recreation, health & social care, travel & tourism and many other business sectors.