APPRENTICESHIP FRAMEWORKS FOR CUSTOMER SERVICE & CONTACT CENTRE IN ENGLAND & WALES

IMPORTANT ANNOUNCEMENT

All the outstanding provisions of the Apprenticeships, Skills, Children and Learning Act 2009 are now in force for Apprentices in England and Wales. As a result, the CFA Business Skills @ Work (CFA) is now the Framework Developer and Issuing Authority for both the Customer Service & Contact Centre Apprenticeship frameworks in England and Wales and also the Certificating Body for Apprenticeships completed after 12 April 2011.

The Institute of Customer Service will continue to certificate Customer Service & Contact Centre Apprenticeships completed prior to 13 April 2011.

Both organisations are committed to a smooth transition of responsibilities and a streamlined and professional service for all customers.

All future enquiries and requests for Customer Service & Contact Centre Apprenticeships completed after 12 April 2011, in England and Wales need to be addressed to:

                   Pan Sector Apprenticeship Services
                   CFA
                   6 Graphite Square
                   Vauxhall Walk
                   London SE11 5EE

                  Telephone: 020 7091 9620
                   Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
                   Website: www.cfa.uk.com

All enquiries and requests for Customer Service & Contact Centre Apprenticeship certificates for learners in England and Wales who completed their Apprenticeships before 13 April 2011should continue to be sent to:

                   Apprenticeships
                   Institute of Customer Service
                   2 Castle Court
                   St Peter’s Street
                   Colchester CO1 1EW

                   Telephone: 01206 571716
                   Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
                   Website: www.instituteofcustomerservice.com