Advanced Apprenticeship in Customer Service

Apprenticeships are training programmes designed for young people aged 16-24 who have left full-time education.  This qualification leads to a National Vocational Qualification at Level 3 in Customer Service, Literacy and Numeracy. Candidates must be employed within an appropriate vocational area where they are in a customer-facing role, and will be required to attend College one day a week for this one year course.

Government guidelines state that apprentices should be employed for at least 30 hours per week including their time at College; there is flexibility, so please discuss individual circumstances at interview. 

Entry Requirements

The Level 3 Apprenticeship requires a minimum entry requirement of a full Level 2 qualification (e.g. BTEC at Merit or above). Also, Level 3 Apprenticeship requires a minimum of English or Maths qualifications, all achieved within five years of starting the course (Key Skills or Functional Skills Level 1 Literacy/Numeracy, GCSE or A Level at grade B-E) or GCSE, AS Level or A Level at grade A achieved at any time prior to starting the course. Applicants must be employed in a customer-facing role (this includes telephone communication roles) with a keen interest in providing excellent customer service and working as part of a team. All applicants will be interviewed to judge their suitability for enrolment on to the programme and you will also be expected to carry out a diagnostic test before enrolment. Applicants are unable to apply for apprenticeships if you have a degree qualification.

Course Duration

Up to 18 months depending on ability. Must be employed in a customer facing role. Students will be required to attend College one day per week; employers with multiple staff will be offered training on site. All students receive tutorial guidance and are set personal targets.

Content

NVQ Level 3 includes 42 credits and 17 credits for Level 2 Technical certificate. Consisting of mandatory and optional units, the course covers:

• Impression and image
• Delivery
• Handling problems
• Improvement and development
• Effective communication with customers

Key Skills:

• Level 2 Literacy 
• Level 2 Numeracy

Employment Rights and Responsibilities:

• An introduction to employer/employee rights and responsibilities
• Health and safety legislation
• Other relevant procedures

Progression

Employment in a customer service role. 

Additional Information

A minimum of 90% attendance is crucial to complete the course. Candidates are assessed during practical sessions in the workplace.