The Foundation Modern Apprenticeship (FMA) in Customer Service gives learners the opportunity to work, learn and earn at the same time. The FMA is suitable for those who undertake a customer service role as part of their normal work routine and need to be supported to undertake the programme by their employer / work placement provider. It is also the ideal progression for those learners who have previously achieved the level 1 Customer Service NVQ.
The Customer Service FMA is a work orientated qualification and the learner needs to be employed / on placement in a customer service job role. It is open to learners of any age or gender. All potential learners undergo initial assessment to ensure their job role matches the requirements of the NVQ to ensure that it is achievable.
The Customer Service FMA is made up of four parts which need to be achieved to be awarded the FMA certificate:
Employment Responsibilities & Rights - Ensures the learner is fully aware of their rights and responsibilities within the world of work and those of their employer - achieved by completing a series of work books, relevant research and checklist.
EDI Level 2 Certificate in Customer Service (technical certificate) - Demonstrates the learners’ knowledge and understand of the main principals of customer service - achieved by completing set workbooks in preparation to sit the multiple choice assessment test held at Pathways Training.
NVQ Level 2 in Customer Service - Achieving the NVQ through producing various types of work based evidence the learner can demonstrate their competence in their customer service role - achieved through completing seven units, 5 of which can be chosen from a selection of optional units so the NVQ can be tailored to meet the needs of the individual.
Key Skills
Every learner is allocated a vocational tutor/assessor who will be responsible for ensuring all four parts of the framework are achieved within the set time scale. Assessments for the NVQ and preparation for the EDI Certificate is carried out in the workplace with the key skills being completed either in dedicated classes within Pathways Training or in the workplace - depending on the needs of the learner / employer / placement provider. Each learner is required to produce a portfolio of evidence to demonstrate their competence with the guidance, help, support and assessment of their tutor/assessor. They also need to sit the EDI assessment test at Pathways Training to achieve their technical certificate.
For further information please contact Pathways Training on 01639 648064 or pathwaystraining@nptc.ac.uk
