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Customer Service Advanced (Level 3) Apprenticeship

An apprenticeship offers you the chance to earn a wage while you are employed and learning the practical skills required for the job. Once employment is secured, you will be trained ‘on the job’ and given the opportunity to develop your Customer Services skills.

  • Course details, fees and dates

    How long is the course? 12 months

    Examining Body OCR

    Is an interview required? Yes

  • Who is this course for?

    This apprenticeship is aimed at students aged 16 and over who would like to pursue a technical career and gain a formal qualification. The apprenticeship recognises that employment in Customer Services involves a wide range of tasks and activities, such as communicating and working within a team in a customer focussed role.

    Any employment is challenging and an apprenticeship carries the extra demands of gaining your qualifications and being willing to continually update your knowledge and understanding and develop your skills. You will need to be conscientious, mature, reliable, self-motivated, committed and enthusiastic.

    An advanced level apprentice will develop the ability to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping to deliver their implementation.

  • Am I qualified to join the course?

    Progression into the Advanced Apprenticeship may be from a wide range of routes, due to the varying backgrounds and past academic and work related experiences of apprentices. Routes will include:

    • Level 2 Intermediate Apprenticeship in Customer Service
    • Intermediate Apprenticeships from any sector
    • QCF Awards, Certificates or Diplomas
    • (14-19) Foundation or Higher Diploma in Business Administration and Finance, Hospitality or Retail Business.
    • GCSEs or A Levels

    Most learners progressing into the Customer Service Advanced Apprenticeship have some prior experience in a customer service role, although this is not a formal requirement. Learners who do not have any prior experience in a customer service role may be better suited to the Customer Service Intermediate Apprenticeship, although all individuals should be judged on their own merits, experiences and capabilities.

  • What will the course cover?
    • Level 3 Diploma in Customer Service
    • Employee Rights and Responsibilities – you will learn about your rights and responsibilities in the workplace. This will cover things such as health and safety, contract of employment and hours of work.
    • Personal Learning and Thinking Skills (PLTS)
  • What will I be able to do as a result of the course?
    • Organise and deliver customer service
    • Resolve customers’ problems
    • Understand the Principles of business
    • Understand customers and customer retention
    • Understand the customer service environment
    • Manage personal and professional development
  • How will I be taught?

    Apprenticeships are achieved through a blended learning approach, incorporating taught sessions, workplace learning and assessments. Each unit will be continually assessed. Most of an apprentice’s training is performed in the work place on the job but there will also be the need to complete off-the-job training within college by day release. You will receive one-to-one support, group teaching and advice from our team of qualified assessors and advisers.

  • How will I know I am progressing and how is the course assessed?

    You will be allocated an assessor whose role it is to evaluate your competency. When your assessor is satisfied that you have met all of the requirements for a unit they will confirm this by signing an evidence record sheet to show that the assessment is complete. The assessor will visit you in your work place on a regular basis. The apprenticeship is assessed by continuous assessment of practical, written and oral work, online testing, assessment in the workplace and through the production of a portfolio of work.

  • Will I have chance to get my own views across?

    You will have consistent contact with your assessor throughout the course. In addition, quarterly reviews with your assessor and workplace supervisor will you the opportunity to provide feedback on any aspect of the course. At the end of the course you will have the opportunity to evaluate your course by completing a questionnaire.

  • What can the course lead to?

    Advanced apprentices, with support and opportunities in the workplace, can progress onto:

    • Higher Level Apprenticeship programme in Contact Centre Management, Business and Professional Administration or Leadership and Management
    • Further or Higher Education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality
    • A range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes
    • A range of Customer Service Management, Level 4 Diploma in Contact Centres or a Foundation Degree in Contact Centre Management

    With additional training, advanced apprentices may be able to progress in their careers to roles including Senior Customer Service Supervisor, Customer Service Manager and a range of other Senior Customer Service related roles.

  • How do I apply?

    Please complete and submit the Apprenticeship Application Form, which should include an up to date reference. After the application form has been received an interview will be arranged. As this a roll-on, roll-off course interviews will take place throughout the year including during the summer.

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