Apprenticeship Frameworks in Customer Service and Contact Centre Operations Customer Service (England)

The ERR component of this Apprenticeship can be achieved either through the optional unit Employee Rights and Responsibilities (QCF) included within the combined qualification, or through the Instructus Skills online ERR Workbook available from the Instructus Skills e-learning portal.

All 6 Personal Learning and Thinking Skills (PLTS) must be achieved and evidenced by the apprentice as part of the framework requirements. The PLTS have been mapped to the mandatory units of the combined qualification to demonstrate where these skills are likely to naturally occur. Mapping is included within the competence qualification specification document.