Advanced Apprenticeship in Customer Service (Level 3)

Subject: Customer Service

Employers Students

This apprenticeship programme is ideal for those within your team that are working in a customer facing role who have some responsibility for developing the quality of the customer service delivery.

All apprentices need to be employed within a suitable role and earning at least the minimum apprenticeship wage.

Providing the opportunity for your team to undergo apprenticeship training has many benefits to your organisation:

  • Growing productivity: Maximise staff efficiency though the development of knowledge and increasing team motivation by developing a learning culture.
  • Cost effective: Provide valuable opportunities which improve retention to minimising recruitment costs
  • Develop your business: Affordable way to expand and improve your business
  • Enhanced reputation: Provide customer reassurance by investing in trained staff.

The CAW Business School has a well-earned reputation for excellence; delivering quality training and education and employer support. Your apprentice will benefit from:

  • Tuition, support and assessment provided in the workplace, online and via email and telephone contact
  • Support and guidance from an allocated, qualified Work-based Learning Assessor
  • Access to our unique Virtual Learning Environment (VLE) and extensive eLibrary resources

Key Facts

  • Attendance: As this qualification is work-based no college attendance is required. Instead all tuition, support and assessment will be provided in the workplace, online and via email and telephone contact. Support is provided by one of the College’s work-based learning assessors and a mentor in your workplace is required.
  • Duration: 18-24 months
  • Start date:  Any time during the year.
  • Location: Your organisation must be within a 90 minute radius of Huntingdon, Potters Bar or Leeds. However if your business is located outside of this area, please contact us as we may be able to meet your training needs.

Entry Requirements

There are no formal academic entry requirements to undertake this qualification however in order for you to have an apprentice they must be living and working in England in a suitable supervisory level role within a 90 minute radius of our Huntingdon, Leeds or Potters Bar centres. In addition they cannot already hold a Level 2 (or above) qualification in a similar subject).

For the apprenticeship to be completed within 18-24 months the apprentice must be working a minimum of 30 hours per week. If they are employed for fewer hours then the length of their apprenticeship will be proportionately extended.

Should you be looking to recruit a new trainee to join your team we can help to advertise your vacancy and screen applicants free of charge, contact us for more information.

Course Content

This apprenticeship consists of:

  • City & Guilds Level 3 Diploma in Customer Service
  • Functional Skills Level 2 in Maths and English
  • Lantra Employment Right and Responsibilities Workbook
  • Personal Learning and Thinking Skills

 

Mandatory and option units will be undertaken which allows the qualification to be tailored accordingly.

The mandatory units included are:

  • 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

Optional units that can be selected from 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

Assessment

Assessment will be via completion of a portfolio and pass work-based practical assessments.

Level 2 Functional Skills in English and Maths will also be undertaken unless exempt. These are assessed via online examinations and practical assessments.

Course Fees

Apprenticeship fees are payable by you as the employer.

Prior to commencing the course an invoice will be issued for the total course fee. There are, however, several payment options to choose from:

  • Full Fee:  Payment in full before the beginning of the course
  • Annual:  One payment prior to the start of the course followed by equal payments every 12 months thereafter
  • Quarterly:  One payment prior to the start of the course followed by payments every three months thereafter
  • Monthly:  One payment prior to the start of the course followed by monthly payments thereafter

If the qualification is not completed by the planned end date you will be able to pay monthly direct debit payments to allow your apprentice to continue to receive support and course access until certification is achieved.

Course Fees

As an employer you will either be an Apprenticeship Levy Payer (employers with over a £3 million pay bill) or Non-Levy Payers (employers with less than a £3 million pay bill).

Employ an apprentice aged 16-18 and save over £1,000!

If you take on an apprentice under 19 years of age, you will receive a £1,000 incentive from the government towards the training fees! In addition, if your organisation has less than 50 contracted employees the course fees will be reduced by a further £100!

Course fees for Apprenticeship Levy Payers

Course fees are made up of two parts; a digital account payment and college course fees, as below:

Digital account payment – £2,000
College course fees:

Full Fee Annual Quarterly Monthly
£817 £408 per year £102 every three months £34 per month

 

Course fees for Non-Levy Payers

Course fees for Non-Levy Payers are paid via co-investment with the government, meaning that the government provide some funding towards course fees. The additional fees that you will be required to pay are as follows:

Full Fee Annual Quarterly Monthly
£917 £459 per year £115 every three months £39 per month

Awarding Body Fees*

City & Guilds registration and certificate fees: £151.90

* Awarding Body Fees are payable by all employers and recharged at cost and may be subject to change.

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

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 as a result of age, employment status, previous education achievements, or location for example, and are outside the control of CAW Business School.

What Next?

Completion of this apprenticeship will give your employee the confidence, practical skills and abilities to provide exceptional customer service and excel in their role.

Following this qualification many employers choose to continue supporting their staff and develop them further such as by supporting them in related areas of business, such as Leadership and Management or Accounting and Bookkeeping.

Testimonials

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”

Apprenticeship Vacancies

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