Level 3 Customer Service Advanced Apprenticeship

This Level 3 Customer Service Advanced Apprenticeship programme usually lasts 18 months and you will play a key role in delivering and supporting high standards of customer service.

This course will allow you to build a foundation of skills which are needed to be successful. You will work through a variety of modules to gain the experience and skills needed to succeed, including:

• Demonstrate understanding of customer service
• Demonstrate an understanding of the rules that impact improvements on customer service
• Make customer service personal
• Review the quality of customer service
• Handle referred customer complaints
• Resolve customer service problems
• Organise the promotion of additional services or products to customers

On successful completion of the course, you will achieve the following qualifications:

• Level 3 NVQ Certificate in Customer Service
• Level 3 Certificate in Customer Service
• Functional Skills Maths Level 2
• Functional Skills English Level 2
• Employment Rights and Responsibilities
• Personal Learning and Thinking Skills
• Apprenticeship Achievement Certificate

All learners will have a dedicated trainer/assessor who will plan learning and assessments with you. The assessment methods used will include the following:

• Observation and assessment in the workplace
• Exams
• Course work
• Portfolio of evidence
• Witness testimony

You may need to attend college for some classes but the majority of time will be spent learning in the workplace. You will receive regular workplace assessments which will assess competency and you will be required to sit a number of exams during the programme in addition to creating a portfolio of learning.

20% of the training will be delivered off the job and this can include simulation, online learning or training from employers, shadowing, mentoring, industry visits, attendance at competitions and support in writing assignments.

On successful completion of this Level 3 Customer Service Advanced Apprenticeship, you can progress on to a Team Leading Apprenticeship should you take on the additional responsibilities of managing a team.