Contact Centre

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Qualification type: Intermediate Apprenticeship
Level: Level 2
Awarding body C&G
Academic year: 2017/2018
Start date Flexible
Duration 1 year
Location: Darlington College
Attendance: Apprenticeship

Course overview

The contact centre is one the United Kingdom’s fastest growing sectors. This Apprenticeship offers cross-sector qualifications encompassing a broad range of competencies from the contact centre environment, including organisations within the private and public sectors, allowing you to choose from a variety of units within a suite of qualifications relevant to the work environment.

This Apprenticeship is suitable if you work in any contact centre role and need to improve your knowledge and skills to progress within a contact centre role. The Apprenticeship covers operating communication technology, communicating with customers, resolving problems to cold calling and selling.

Entry requirements

You will need 4 GCSEs at grade D-E, including maths and English. Mature students will be assessed on individual merit.
You must be employed for a minimum of 30 hours per week in a relevant environment for the duration of the Apprenticeship.
You will be required to attend an interview at the college and we will request a school or college report.

How to enquire/apply

To apply for this course please click the apply button and complete the online application form. If you have any queries with regards to your application or would like further information and support please contact us on 01325 503030.

Studying and learning

Mandatory units

  • Principles of personal effectiveness in a contact centre environment
  • Principles of health and safety in a contact centre
  • The principles of persona responsibilities and working in a business environment
  • Comply with health and safety procedures in a contact centre
  • Improve personal effectiveness at work in a contact centre
  • Deliver customer service through a contact centre

You will work towards an NVQ whilst attending the college one day a week.

What next

Upon completion you could progress onto the Level 3 Contact Centre Apprenticeship. Alternatively you could progress onto higher roles within a contact centre.

Information, advice and support

Apprenticeships require you to attend college one day per week, where you will learn about your chosen trade and prove your knowledge by working towards a Technical Certificate, NVQ Certificate and functional skills.

Fees and funding

This course is fully funded for those aged 16-18, however there may be an employer contribution for those aged 19+. Employers needing further details on costs and available government funding options should contact the Business Development Team on 01325 503210 or email

What if I need support?

Here at the college we have outstanding support. Our support staff are dedicated to providing you with all the help and guidance you may need throughout your college journey.

You might need help and advice on a wide range of issues such as childcare, counselling and additional learning support. For more information on any aspect of student support contact the Course and Information Team, who will direct your call to the appropriate member of the college support team, call: 01325 503030.

Enquiry Form

If you have any questions about this course, send us a message using the form below.

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