Contact Centre Operations Apprenticeship





Awarding Body




About the course

Contact Centres are a vital element of the service industry and the staff who work in them are essential element of an organisation. This Apprenticeship will ensure that a Contact Centre Advisor gives the best possible service to their customers and will ensure that your customers will receive an excellent level of service. 

Business benefits


  • Motivate your staff
  • Training can be tailored to suit your business requirements
  • Sector specific training for your staff
  • Provide cost-effective recruitment and induction
  • Increase staff retention and motivation
  • Result in increased productivity
  • Introduce new ideas and innovation to businesses
  • Enable employers to fill skills gaps
  • Create a more talented and diverse workforce
  • Offer a practical and job-related form of learning

Entry Requirements

Apprentices must be employed and working in a Contact Centre environment.  A job providing you with a minimum of 30 hours of work per week and paying a minimum of  £3.30 per hour. 

What will I do on this course?

Mandatory modules

Level 2 Contact Centre Certificate.Functional Skills Maths and English if applicable.You will develop skills and knowledge covering a number of areas which may include:

  • Improve personal effectiveness at work in a contact centre
  • Comply with heath and safety procedures in a contact centre
  • Deal with incidents through a contact centre
  • Inputting and accessing sales or marketing data in information systems
  • Resolve customer service problems
  • Give customers a positive impression of yourself and your organisation
  • Deliver customer service through a contact centre
Who is it for?

Anyone who works as a customer advisor in a contact centre environment and deals with customer enquiries on a daily basis.

How to apply

Apply online

How Is this course assessed?

Apprentices are visited on a regular basis in the workplace to support with their qualification. They may be required to attend college for Functional Skills.

What could I do next?

Learners who complete the level 2 Apprenticeship will have the option develop their career and progress onto the level 3 Apprenticeship.



How old will you be when the course starts?

16-18 19+
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