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MAPS Customer Care

Apprenticeship in Customer Service - Qualifications to be Achieved

Key Skills

Application of Number Level 2

In developing the key skill of Application of Number, you will learn to use and adapt your number skills confidently and effectively in a range of settings and contexts.

To achieve Application of Number at level 2, you must be able to apply your number skills to suit different purposes.

You will show that you can:

  • interpret information from two sources
  • use your information to carry out calculations
  • interpret the results of your calculations and present your findings

Communication Level 2

In developing the key skill of communication, you will learn to use and adapt your communication skills confidently and effectively in a range of settings and contexts.

To achieve Communication at level 2, you must be able to apply your communication skills to suit different purposes.

You will show that you can:

  • take part in a group discussion
  • read and summarise at least two documents
  • give a short talk
  • write two types of document, each giving different information.

Completed by portfolio of evidence which can be drawn from NVQ activity.

In some cases an on line multiple choice test may be required.

Employment Responsibilities and Rights Workbook

An Apprenticeship Training Guide and Workbook for Customer Service Staff
Covers:
  • Statutory rights and responsibilities
  • Procedures and documentation
  • Career pathways
  • Representative bodies
Completed by answering questions in workbook

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