Certificate in Principles of Customer Service
Level 2

Once I have made my application am I guaranteed a place on the course?

For all qualification courses students are required to make an initial application for the course. You will be invited to undertake an assessment test and interview prior to completing the enrolment for the course on a specified day that will be notified after application. Following the successful completion of the tests and interview you will be required to enrol and make payment of course fees/deposit if required.  It is at this stage that the place on the course will be guaranteed. Please note for certain courses there are entry requirements please ask when applying.

Where can I get help if I need support with my studies?

Focus is the college’s friendly learning support workshop open all day, every day on a drop-in basis. It is available to all students and offers a wide variety of strategies to help you overcome barriers to your learning. For further information on Learning support please contact:

Academic Skills and Learning Support
focus@portsmouth-college.ac.uk
023 9234 4374

Will the College find me a work placement for my course (where required)?

No, it is the student’s responsibility to source a suitable and appropriate work placement before enrolling onto a course. The college will advise the student on the type of placement required and the number of weekly hours the student is to be in post.

What are the college’s expectations for attendance and punctuality?

All students are expected to attend all of their timetabled sessions on time, unless prior agreement has been made and agreed with their Tutor. For qualification classes the expectation is a minimum of 85% attendance. If a student arrives more than ten minutes late for class they may be asked to leave. If a student is absent for three consecutive weeks without notice they will automatically be withdrawn from the course.

What should I do if I am unable to attend a class?

If a student is unable to attend their class for any reason they must make every effort to notify the college in advance by contacting Reception or Adult Education Office:

adultlearning@portsmouth-college.ac.uk
023 9266 7521

When/where will my exams be?

All exams will be held on site at Portsmouth College, morning exams will commence at 9.00am and afternoon exams will commence at 1.30pm. Exams dates will be confirmed by your course tutor as soon as available, please always check timings with your course tutor before making external commitments in college term times.

What if I cannot attend my exams because I have other commitments?

Exams are set nationally and therefore dates cannot be altered. Students will need to confirm with their tutor the potential dates for exams before making other commitments. It may be possible to take resit exams later in the year at an additional cost and in exceptional circumstances only.

What if I change my mind about the course?

From the date of their enrolment at Portsmouth College, students will be given a 7 day cooling off period, prior to the course start date, during which they may cancel their course. The College must be notified in writing within the cancellation period and correspondence addressed to the Adult Education department. If a student has informed us within the timescales stated above they will be entitled to a full refund less an administration fee of £10. Any cancellations after the 7 day cooling off period will be treated as a Withdrawal.

If I withdraw from my course will I be entitled to a refund?

1) If a student chooses to withdraw from a course within the first 2 teaching weeks of the start date of the course they will be entitled to a refund of 50% of the course fees – for qualification courses only

2) If a student chooses to withdraw from a course after 2 weeks of the start date of the course, they will not be entitled to any refund, and any fees outstanding will remain payable.

3) If a student withdraws from a short course, duration of course 10 weeks or less, they will not be entitled to any refund.

What if I have to withdraw due to ill health?

If a student becomes ill during the period of their course they may apply for a refund if the condition is permanent and prevents them from continuing. Medical evidence will be required in the form of a doctor’s note or equivalent to qualify for an illness refund.

Do I get my Vocational qualification at the end of the 30 weeks?

Vocational qualifications are taught over a 30 week programme but will continue to be assessed until the end of the Summer Term/Holiday when qualifications will be finalised and then issued to students.

When will I receive my Maths/English GCSE Deposit back?

Have you completed all of your course exams? Have you maintained 85% attendance throughout the duration of your course? Have you completed and returned the Bacs form issued at the end of your course?  Have you allowed sufficient time for your refund to be issued (by September 2019)? If the answer to all of these questions is ‘yes’ please contact the Adult Education Team.

Where can I get more information on Adult Education Policies?

A copy of the Student Handbook is available upon request from your course tutor and the Adult Education Team.