Course Details

This apprenticeship is designed for those people whose primary work activity is in the field of Customer Service, or wanting to work in this area. This apprenticeship is aimed at Customer Service Supervisor, Customer Relationship Manager, Customer Service Team Leader, Client Services Officer, Events Co-ordinator to name but a few. By the end of this apprenticeship you will have industry recognised qualifications as well as customer related knowledge, skills experience and competencies, helping to pave the way onto the next step of your career journey. The duration of this apprenticeship is 18-24 months.

Entry Requirements

There are no formal entry requirements; although it is expected that you will already have GCSE at Level C or above or equivalent qualifications in both Maths and English. You will be invited to an interview to determine whether the apprenticeship standard is appropriate for your job role.

Career options

Level 4 Diploma in Business Administration; ILM Level 3 Team Leader/Supervisor.

Customer Service Level 3 Advanced Apprenticeship

Five highlights

  • 1 OfSTED - Outstanding, for Work Based Learning qualifications.
  • 2 Competence based qualification.
  • 3 Flexible start dates and mainly delivered in the work place.
  • 4 Qualification recognised in all occupations and sectors of employment.
  • 5 Qualification tailored to meet your individual learning needs.

Key Points

  • Workplace Delivery
  • Flexible start date
  • BTEC Level 3 Diploma in Customer Service

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Course code Location Course length Start date
BUS404WMMA Workplace Delivery Flexible Flexible start date

What you need to know

What will I study?

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.

How will I be taught?

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

How will I be assessed?

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.

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