Advanced Apprenticeship in Customer Service (Level 3)

Subject: Customer Service

Employers Students

Expand your knowledge and skills to develop customer service strategies…

As a qualification that can be tailored to the needs of your job role, this apprenticeship programme is ideal for those who are working in a customer facing role who have some responsibility for developing the quality of the customer service delivery.

As a customer service apprentice, you will be employed in a client facing role for gaining vital practical skills and experience, and earning a wage alongside studying your formal apprenticeship qualification.

As this apprenticeship is work-based, you may apply to start at any time of the year and will not be required to attend College for tuition. You will be allocated a Work-based Learning Assessor who will support you through your qualification via email and telephone contact and regular visits to your place of work.

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. However, you will need to be living and working in England in a suitable customer service environment, within a 90 minute radius of our Huntingdon, Potters Bar or Leeds centres, earning at least the National Minimum Wage for Apprentices. To complete this apprenticeship within 18-24 months you will need to be working for a minimum of 30 hours per week, if you are working less than 30 hours a week the length of your apprenticeship will be extended depending on your working hours.

You must be employed in a supervisory or managerial position where you have the opportunity to influence service delivery for the benefit of the customers and the organisation i.e. reception team leader, senior customer service representative. If you are not working directly in a supervisory role but wish to undertake this qualification to enhance your prospects of progressing into such a position, please contact us and speak to a member of our work-based learning team to discuss your suitability for the programme.

If you have a level 3 (or above) qualification in a similar subject you may not be able to undertake this apprenticeship, in which case you may wish to undertake the City & Guilds Level 3 Diploma in Customer Service as a standalone qualification.

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 course fees are payable by the employer.

Fees are dependent upon the size of the organisation you are employed in as this will impact if your employer is a levy payer, or a non-levy payer.

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

 

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?

On completion of your apprenticeship you will have gained the knowledge, confidence and abilities to adapt and evolve the delivery of customer service to enhance the client experience and maximise sales and loyalty. If you are not already working in a supervisory position, this may be something you consider if the opportunity arises.

You may wish to look at a leadership and management, or coaching and mentoring qualification to further enhance your leadership skills.

CAW Connect

After you complete your studies with CAW Business School, you will be invited to join our alumni association, CAW Connect. CAW Connect is a social networking website and education hub which gives you the opportunity to connect with other alumni, enjoy industry discounts, make use of exclusive careers advice and resources, find new job opportunities and keep up-to-date with the latest industry news. Find out more about CAW Connect

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

Customer Service vacancies in the South East

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