BTEC Apprenticeships in Customer Service and Contact Centre Operations Customer Service (England)

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

Specification

Employee Rights and Responsibilities

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.

Personal Learning and Thinking Skills

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.

Employee Rights and Responsibilities

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 Skills CFA ERR Workbook available from the Skills CFA Website

Personal Learning and Thinking Skills

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.

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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.

Learn more about these resources and see the Assessment Workbook video guides

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Why choose BTEC Apprenticeships?

Watch our short video introduction to BTEC Apprenticeships:

News and updates

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See all news and updates

Business skills qualification developments

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{{invalidUserMail}}
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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.

Learn more about these resources and see the Assessment Workbook video guides

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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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