LOW FELL LIBRARY

FutureSkills Courses

Level 2 Award in Customer Service (2022)

Who is the programme for?

Anyone who is in or would like to move in to a customer service role.

What is covered on the programme?

Learners will study a number of topics, including:

• Understanding customer service principles.

• Understand customer loyalty and dealing with complaints.

• Understand legal and organisational requirements relating to customer service.

What qualification will I achieve?

Learners will work towards Level 2 Award in Principles of Customer Service. On successful completion of all parts of the course, learners will be awarded the qualification.

How will the programme be assessed?

Learners will complete a series of assessment workbooks throughout the course.

Course dates & times:

Course sessions will be held between 1.30pm and 4.30pm on:

• 8th April

• 22nd April

• 29th April

• 13th May

• 20th May

• 27th May

• 10th June

• 24th June

Location:

Low Fell Library, Gateshead

Cost:

This course is free to anyone 16 years and older, living in Northumberland or Tyne and Wear.

For further information or to enrol on the programme please contact:

info@futureskillsnortheast.org.uk or 01388 241 650

Level 3 Award in Education & Training (2022)

Who is the programme for?

Anyone who is currently in, or thinking about moving into a training role.

What is covered on the programme?

A range of units will be studied, including:

• Understanding the roles, responsibilities & relationships in education & training.

• Facilitate learning & development in groups.

• Understanding assessment in education & training.

What qualification will I achieve?

Learners will work towards Level 3 Award in Education and Training and on successful completion of all parts of the course, will be awarded the qualification.

How will the programme be assessed?

Learners will complete three assignments, one of which includes the planning and delivery of a short (15-minute) micro-teaching session. This will be delivered to the rest of the group.

Please note, learners will be required to complete work in their own time.

How long is the course?

Taught sessions will be held between 10.00am and 1.00pm on the following days:

• 1st April