Course overview

The Customer Service Level 3 Advanced Apprenticeship (Incorporating the City & Guilds Level 3 Diploma) is ideal if you are already working in a customer facing role and are looking to expand your career prospects within your current workplace. The work-based nature of the course means that you can undertake the customer service training required to get ahead at work, and gain a nationally recognised qualification, without having to attend College.

Over the course of the qualification you will gain greater technical and managerial skills, as well as the ability to supervise others and apply the principles of customer service to the wider strategy of your department or organisation. Depending on your job role, the units you choose to undertake lead to gaining skills in areas such as managing team performance, developing customer relationships and promoting additional services to customers.

If you are not already employed in a customer service environment, but are interested in undertaking this programme, please contact us for an informal discussion about your options, as we may be able to help you source an apprenticeship position within a suitable organisation.

Additional financial support may be available for this course.
Subject to availability. Terms and conditions apply.

Key facts

  • Attendance: All study and training on this programme is work-based; therefore you will not be required to attend college. Instead you will be supported by one of the College’s work-based learning assessors and will be mentored by your supervisor in the workplace; all tuition, support and assessment will be provided in the workplace, online and via email and telephone contact.
  • Duration: 18-24 months
  • Start date: You may start this programme at any time during the year.
  • Location: You must be working within a 90 minute radius of Huntingdon (Cambridgeshire), Potters Bar (London) or Leeds (West Yorkshire). If your business is located outside of this area, please contact us as we may be able to meet your training needs.

Course content

In order to fulfil the required level of customer service training, the following course units will be mandatory:

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Principles of business
  • Manage personal and professional development
  • Resolve customers’ problems

You will then choose from a range of optional units, examples of these include:

  • Promote additional products and/or services to customers
  • Develop customer relationships
  • Champion customer service
  • Use social media to deliver customer service
  • Buddy a colleague to develop their skills
  • Negotiate in a business environment
  • Manage team performance

Functional Skills

Unless you are exempt, if you are undertaking this qualification as part of the Level 3 Advanced Apprenticeship in Customer Service, you will also undertake Level 2 Functional Skills in maths and English and complete Personal, Learning and Thinking Skills.


Assessment consists of completing a portfolio, undertaking online assessments and passing work-based practical assessments.

If you are undertaking Functional Skills you will also undertake exams and practical assessments to complete these.

Entry requirements

There are no formal academic entry requirements; however you should show a passion for providing good customer service and a dedication to succeeding within your chosen workplace.

Advanced Apprenticeship

If you are undertaking this qualification as part of the advanced apprenticeship you must be living and working in England and employed in a suitable administration environment, earning at least the National Minimum Wage for Apprentices. Unfortunately those holding a level 4 qualification or above (e.g. HNC/HND/Degree) will not be eligible to undertake an apprenticeship.

Please note that the NVQ Level 3 Diploma in Customer Service is also available to study as a qualification in its own right for those not meeting the apprenticeship eligibility criteria.

Please contact us for if you have any questions regarding your study options.

Course fees

Please note that course fees listed below apply to courses starting before the 1 May 2017. Fees for courses starting on, or after, 1 May 2017 will be published in due course.

We offer two different payment options; payment in full, or our ‘Pay as you Learn’ monthly payment scheme – details of these payment options can be found here. Sources of financial help can be found on our student finance page.

Before making any change in your financial undertakings it is recommended that you seek advice from an independent source, for example the Money Advice Service.

Advanced Apprenticeship in Customer Service

Age at start of course Annual Fee Scheme (?) Pay as You Learn Scheme (?)  Awarding Body Fees*
16-18 No fees payable No fees payable No fees payable
19-23 £810 payable by employer £54 per month payable for employer £146 payable by employer
24+ £870 payable by employer £58 per month payable for employer £146 payable by employer
Overseas Not available Not available Not available

 NVQ Level 3 Diploma in Customer Service

Age at start of course Annual Fee Scheme (?) Pay as You Learn Scheme (?) Awarding Body Fees*
16-18 £995 £74 per month £146
19+ £2,573 £177 per month £146
Overseas Not available Not available Not available
If you are over 19 years of age you may be entitled to apply for an Advanced Learner Loan to help fund your studies! Find out more…

* Awarding Body Fees are recharged at cost and may be subject to change.

These are current figures and may be subject to change.

The differences in course fees reflect the level of funding that is available as a result of government policies and priorities. These may be the result of age, employment status, previous education achievements or location for example, and are outside the control of CAW Business School.

What next?

Gaining a formal qualification in customer service puts you in an excellent position professionally, as the skills learnt through work-based customer service training can be applied to a wide range of industries.

This qualification will demonstrate to employers your practical skills and abilities, which will stand you in good stead when applying for future customer service roles, particularly in supervisory positions. In time, opportunities to progress into a management role within retail of a related industry may become available to you.

On completion of this course many students go onto undertake a higher level qualification, or complete formal training in a related subject, such as business administration or leadership and management, in order to expand on their existing skillset.


What our Business School students say:

“I have enjoyed learning new skills and applying some of these to my current job”
“The tutors are very helpful and supportive and provide me with regular reviews on my progress”
“The course fits around my everyday work making this easy to complete”
“The tutors are extremely helpful and always manage to find time to provide support and answer any queries”