Contact Centre

Contact Centre

Why choose a career in a Contact Centre?

The Contact Centre industry is one of the fastest growing in the UK. A career in this industry can be very varied. You could be working in sales, account management or advisory roles. Day to day tasks can include answering incoming calls, logging details, problem solving, outbound calling, completing sales via the telephone and upselling products. The skills learnt on this apprenticeship will provide you with great career prospects for years to come.

Eligibility & Funding

This apprenticeship is for those aged 19 and over. You must not possess a recognised qualification at Level 4 or above. This programme is fully funded  subject to eligibility. Please contact Group Horizon for current eligibility requirements.

This apprenticeship is for those aged 16 to 24 years old. You must have Level 1 Functional Skills Literacy or equivalent. The programme is a fully funded subject to eligibility. Please contact Group Horizon for current eligibility requirements.


12 months for the Intermediate Level Apprenticeship and 12 to 18 months for the Advanced Level Apprenticeship.

What will I learn?

The apprenticeship consists of the following strands:

  • Competence based element,
  • Technical element,
  • Skill element
  • Functional skills to improve literacy and numeracy if applicable.

Units include:

  • Using bespoke communication
  • Handling customer contact though communication media
  • Solving problems
  • Recording contact transaction
  • Cold calling and selling.

Qualification Received     

Intermediate Apprenticeship in Contact Centre Operations or Advanced Apprenticeship in Contact Centre Operations.

Jobs You Could Move Into: 

Intermediate Apprenticeship:

  • Help Desk, Sales Advisor
  • Outbound and Inbound Sales

Advanced Apprenticeship:

  • Contact Centre Team Leader
  • Sales Team Leader
  • Help Desk Team Leader.

How will Group Horizon support me during my training?

You will receive regular contact and visits from an assessor who will be there to support you throughout the length of the apprenticeship.You will be working full time with an assessor visiting you every 6 to 8 weeks to provide training and support.

ApprenticeshipsTo find out more or register for a place on one of our nationwide courses call 0800 002 9805 or email


PDF DownloadContact Centre Course Flyer

Posted in Apprenticeships.