Customer Service Level 3 Advanced Apprenticeship

You will study: Level 3 Diploma in Customer Service; Level 2 Functional Skills in Maths and English; Employee Rights and Responsibilities; and Personal Learning and Thinking Skills. For the Level 3 Diploma in Customer Service (which is a combined knowledge and competency qualification), you will be expected to cover a range of units for which you will need to provide work-based evidence. To achieve this qualification, you will need to acquire minimum of 55 credits from the following Mandatory Units and a selection of Optional Units which are tailored to your job role: Mandatory Units: Unit 1 Organise and Deliver Customer Service; Unit 2 Understand the Customer Service Environment; Unit 3 Resolve Customers’ Problems; Unit 4 Principles of Business; Unit 5 Understand Customers and Customer Retention; Unit 6 Manage Personal and Professional Development. Your assessor and your line manager will help you decide which Optional Units best fit your job role.

You will need to attend study skills workshops and three subject specific taught workshops (per duration of your course). You will be allocated an individual assessor, who will assess you one to one in your workplace. With all of our apprenticeship programmes we will work with you and your employer to document the 20% off the job training that is a requirement of the qualification. For the Functional Skills, you will attend dedicated weekly workshops and have access to learning materials. You w

For your Diploma, you will be assessed by completing a portfolio of evidence using an e-portfolio platform in the first instance or a traditional portfolio, under the guidance of your occupationally competent assessor. For the Functional Skills, you will be assessed through exams and a Speaking & Listening portfolio of evidence.