BTEC Apprenticeships | Customer Service (Wales) | Pearson qualifications

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

Here, you'll find details of our BTEC Apprenticeships in Customer Service (Wales), including key documents and information about the qualification structure and components.
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Specification

Specification

Combined

Pearson BTEC Level 2 Diploma in Customer Service (QCF)
Specification Specification (PDF 1.8 MB)

Employee Rights and Responsibilities

The Employee Rights and Responsibilities component of the apprenticeship can be achieved through achieving unit Employee rights and responsibilities (QCF) - this is an optional unit included within the combined qualification. Learners can also use the Instructus Skills online ERR Workbook available from the Instructus Skills e-learning portal.

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Wider Key Skills

Wider Key Skills are already covered within the core element of the combined qualification. No additional Wider Key Skills delivery is required. 

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Combined

Pearson BTEC Level 3 Diploma in Customer Service (QCF)
Specification - BTEC Level 3 Diploma in Customer Service Specification (PDF 2.1 MB)

Employee Rights and Responsibilities

The Employee Rights and Responsibilities component of the apprenticeship can be achieved through either achieving unit Employee rights and responsibilities (QCF) - this is an optional unit included within the combined qualification, or the Skills CFA ERR Workbook available from the Skills CFA website.

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Wider Key Skills

Wider Key Skills are already covered within the core element of the combined qualification. No additional Wider Key Skills delivery is required. 

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Why choose BTEC Apprenticeships?

Watch our short video introduction to BTEC Apprenticeships:
Why BTEC Apprenticeships?
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Support for you

Visit our dedicated employer support pages

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020 7010 2167

Sector-specific support

New resources for business skills Apprenticeships from 2015

Business skills qualification developments

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Assessment Workbook and Delivery Guide

The Delivery Guide provides advice, help and tips on every stage of delivery.

The Assessment Workbook gives you a streamlined way to gather evidence more quickly.

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Why choose BTEC Apprenticeships?

Watch our short video introduction to BTEC Apprenticeships:
Why BTEC Apprenticeships?
Play
Privacy and cookies
By viewing this third-party content from www.youtube.com you agree to their terms and conditions, privacy notice and acknowledge they may use cookies and pixels for information and analytics gathering.

About BTEC Apprenticeships

Find out more about BTEC Apprenticeships and how they work

Read our case studies to see what other learning providers have to say about BTEC Apprenticeships

Get started with BTEC Apprenticeships

Register your interest

Support for you

Visit our dedicated learning provider support pages

Contact us
020 7010 2167

Sector-specific support

New resources for business skills Apprenticeships from 2015

Business skills qualification developments

{{ gatDoctitle }}

{{invalidUserName}}
{{invalidUserMail}}
{{errorMessage}}

Assessment Workbook and Delivery Guide

The Delivery Guide provides advice, help and tips on every stage of delivery.

The Assessment Workbook gives you a streamlined way to gather evidence more quickly.

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{{invalidUserMail}}
{{errorMessage}}

About Apprenticeships 

Read our Guide to Apprenticeships for learners
Learn what they are, how they work, how to become an apprentice and the types of jobs you can go on to do. 

 

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Related pathways

Related pathways

  1. Contact Centre Operations
  2. Customer Service
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