Apprenticeship in Customer Service (Travel, Tourism, Hospitality, Leisure and Entertainment) Intermediate Level

Apprenticeships are training programmes designed for young people aged 16-24 who have left full-time education.  This qualification leads to a National Vocational Qualification at Level 2 plus Functional Skills. Apprentices must be employed within the vocational area.

Kingston Employer Services provide sector specific customer service apprenticeships.  Our experienced and multi-industry specialist team tailor training to ensure that it meets the needs of the business and the customers.

Entry Requirements

No formal qualifications, although three GCSEs or equivalent at grade C or above are desirable, together with a genuine interest in customer service.  Applicants must be employed in a customer facing role (this includes telephone communication role).  All applicants will be interviewed to judge their suitability for enrolment onto the programme and you will also be expected to carry out a diagnostic test before enrolment.

Duration

Up to one year depending on ability. A minimum of three days a week employed in a customer facing role.  Students will be required to attend 12 days at Kingston College. Employers with multiple staff will be offered training on-site.  All students receive tutorial guidance and are set personal targets.

Content

Intermediate (NVQ 2) Level required 28 credits to be achieved, made up of mandatory units and a choice of optional units to include subjects such as: 

• Impression and image
• Delivery
• Handling problems
• Improvement and development

Certificate in Customer Service Knowledge includes:

• Communication using customer service language
• Follow the rules to deliver customer service
• Communicate effectively with customers

Functional Skills:

      • Functional English
      • Functional Mathematics

Employment Rights and Responsibilities:

      • An introduction to employer/employee rights and responsibilities
      • Health and safety
      • Other relevant procedures

WorldHost programme (pick one module from below):

• Principles of Customer Service
• Ambassador Workshop
• Customers with Disabilities
• Service across cultures

Progression

Advanced Apprenticeship (NVQ Level 3) 

Additional Information

A minimum of 90% attendance is crucial to complete the course. Candidates are assessed during practical sessions in the workplace.  Evidence must be shown in the form of a portfolio.  Assessment will be continuous and students are required to demonstrate competency using a variety of tasks and will be assessed through portfolio and exam.  All participants will be offered free training in one area of the WorldHost programme, Kingston College's premier customer service qualification.