Claire's story 

Claire and her tutor at ITS explain how the NVQ in customer service works. Claire has worked her way through several qualifications while at work and is now working towards her Level 3 qualifications. She enjoys her job because no two weeks are the same.

Claire

I'm Claire, and I've achieved an apprenticeship in Customer Service with Level 2 NVQ. I'm now working towards advanced apprenticeship with customer services Level 3.

Initially I came to work at ITS as part of a two-week placement with Barnsley College. I was then offered full-time employment with the apprenticeship scheme with the Customer Service NVQ.

ITS is a training organisation and we deliver apprenticeships in customer service, elderly care, retail and motor vehicle.

My job on reception is to greet all customers as they enter the centre and deal with any queries they may have with regard to training.

I decided to do a vocational qualification in customer service, as they will help me with my job role to deal with internal and external customers.

For my advanced apprenticeship, I have had to complete a portfolio of work to show how I have developed communication skills and how I've improved customer service.

I enjoy this job because I get to meet lots of different people and no two weeks are the same.

Claire's tutor

I'm Claire's tutor at ITS and while she's been working here and working towards her apprenticeship I've been assessing her work and giving her coaching and guidance and support with her qualification.

By following a vocational route in education it gives learners the realistic working environment experience that they need to gain the experience that employers are looking for.