This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.
Who is this qualification for?
This qualification is aimed at individuals who wish to build on their knowledge and skills in the customer service sector. It is designed for learners who deal with customers on a daily basis as part of their job role in a senior position and is applicable to a variety of work environments. It forms both the knowledge and competency requirements of the SASE Framework Advanced Apprenticeship in Customer Service and can also be taken on a stand-alone basis.
How long will it take?
To complete this qualification learners should expect to undertake 289 guided learning hours.
These include how to organise customer service delivery, the relationship between customer service and a brand, customer relationship management (CRM), business innovation and growth, fulfil a personal and professional development plan, how knowledge resources are used to support customer service delivery and ways of building relationships within a customer service partnership.
This qualification is assessed by a portfolio of evidence.