Level 3 Customer Service
Apprenticeship
The Level 3 Customer Service apprenticeship provides a route to develop and embed the customer service skills at the core of every customer facing organisation. Apprentices gain skills and knowledge across a broad range of customer interventions, from communicating effectively with customers, establishing customer needs and offering advice to resolving customer difficulties; providing a solid foundation to a successful career as a customer service professional.
Who is the apprenticeship for?
- Ideal for apprentices developing a fast-paced career in a customer service role.
- Perfect for employees looking to upskill for responsible roles within customer service .
- Accredited qualification for current employees to validate their customer service expertise.
Why do an apprenticeship?
Accelerate Career Growth: Completing a Level 2 customer service apprenticeship can open doors to entry-level positions in a wide range of industries, including retail, hospitality, call centres, and more. It serves as a stepping stone for further career advancement and specialisation within the customer service field.
Industry-Recognised Certification: Upon successful completion of this programme, apprentices will earn a prestigious industry-recognised certification, providing them with a competitive edge in the job market. Employer’s value the skills and expertise gained through this apprenticeship, opening doors to exciting opportunities.
Practical and Real-World Learning: Our programme emphasises practical, real-world learning. Apprentices will practice skills in a classroom environment and be able to apply the teaching within the workplace, collaborating with experienced colleagues who will guide the apprentice through every step of the process.
Tailored Curriculum: Our comprehensive curriculum is crafted to align with the dynamic needs of the business administration field. Throughout the programme, apprentices will explore fundamental topics essential to effective customer service including understanding the customer’s needs, offering products and services, communicating with customers effectively, resolving customer service issues.
Experienced and Knowledgeable Advisors: Throughout the apprenticeship, we will provide access to a network of experienced advisors who will provide guidance, support, and feedback. Learn from industry experts with a wealth of knowledge and experience.
What will you learn
This apprenticeship is made up of a combination of mandatory units and optional units. We will work with you to decide which optional modules are most suited to you and your job role.
Units include:
- Principles in Providing Administrative Services
- Employee Rights and Responsibility
- Prepare Text from Shorthand
- Manage Diary Systems
- Collate and Report Data
- Prepare Text from Notes Using Touch Typing.
and many more.
Course delivery
- Typical duration of 13 months.
- Induction session for apprentices and for their line managers.
- One to One tutor coaching and assessment support sessions
- Supported by self-study online resources.
- 4 Essential skills assessment days. (2 Preparation days and 2 Live Task days)
- 2 hour long essential skills confirmatory tests.
- 3 Mandatory Units via online multiple-choice tests, 1 hour each under invigilation.
Where an organisation has a number of apprentices undertaking the Level 3 Customer Service apprenticeship, one to one tutor coaching may be replaced with group workshops.
Essential Skills activities are not applicable to apprentices with exemptions.
On completion you will achieve
- Level 3 BTEC Diploma in Customer Service
- Essential Skills Wales Level 2 in Communication
- Essential Skills Wales Level 2 in Application of Number
Essential skills may not be applicable where apprentices can show an exemption
Download the full course outline
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