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Contact Centre Operations Apprenticeship Level 2 (Cancelled)

This Apprenticeship programme will help you to develop excellent contact centre and customer service skills. As a result, you will help to improve operational delivery through increased customer satisfaction in the public and not-for profit sectors and attract new customers, improve customer loyalty and remain competitive and profitable in the private sector.

Entry requirements

You will have an initial assessment, which is a chance for you to demonstrate your skills and abilities. Your programme will then be tailored to you based on your prior knowledge and experience.

You must have a keen interest in working in a Contact Centre environment and enjoy talking to people. Employers will also expect you to understand the importance of having excellent communication skills, a positive approach towards problem solving, basic numeracy and literacy skills and a willingness to work flexibly according to their requirements.

Assessment methods

You will be assessed through various methods including observation, professional discussion, Q&A, case studies and witness testimony. Functional skills are assessed via online exams and a ‘speaking and listening’ assessment for English.

Further study and career options

On successful completion of this Apprenticeship you could move on to an Advanced Level programme such as:

  • the Level 3 Advanced Apprenticeship in Contact Center Operations
  • other Level 3 Advanced Apprenticeships such as Customer Service, Business & Administration, Retail and Sales
  • the Advanced (14 – 19) Diplomas in a range of related sectors, including Business, Administration and Finance, Public Services, Hospitality and Retail
  • further education to undertake customer service, business related or other qualifications.

With additional training, you may be able to progress in your career to roles including Sales Team Leader, Customer Service Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst and Contact Centre Manager.

Additional information

There are two delivery models available for this framework:

  1. Delivered in the workplace apart from functional skills (if required) for which college attendance will be required for two hours each week and for exams.
  2. Workplace assessment plus college attendance one day per week for underpinning knowledge and functional skills (if required).

Course Information & How to Apply

Unfortunately this course has been cancelled. Please ring 01234 291000 or email for alternatives.

Start DateFeesLocationCourse Code
Flexible Free if 16-18yrs. If 19 or over please ring 01234 291000. Cauldwell Street W433

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Additional Learning Support
If you have a specific learning difficulty or disability, are deaf or hearing impaired, our Additional Learning Support team are on hand to give you assistance whenever you need it.  
Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.

Next steps

To be eligible for an apprenticeship you must either be employed on a full-time contract by an employer willing to support your training or have an offer of employment as an apprentice. Bedford College can help you find a job role with an employer if you don’t already have one.

» Find out more and how to apply

Bedford College actively seeks to promote equality of access to education and training and to provide support where appropriate. Employers are made aware that apprentices have the same rights to protection against discrimination, harassment and victimisation under the Equality Act 2010 as employees. 

Apprentices who have disclosed a disability covered by Equality legislation have the right to request reasonable adjustments in the workplace. We will work with employers to ensure that appropriate adjustments are agreed and established to facilitate this.

At the College we provide additional support for students and apprentices who have a specific learning difficulty or disability.

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