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Employers recognise the key role played by customer-facing staff in determining the quality of the customer experience and increasing customer loyalty. In a service-led economy, customer demand for individualised service will continue to increase.

Employers across all sectors, regardless of whether their main business is customer service or if they wish to train staff to undertake customer service as part of their job role, need to upskill their current workforce and recruit new staff.

Customer Service Apprenticeships help employers address skills gaps and shortages they may be experiencing and provide a vehicle for introducing and raising customer service skills in the workplace.

This 15 month apprenticeship is your fast track to success!

  • About the Course

    You will study:

    Mandatory units:

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

    Optional units:

    30 credits must be obtained through completing a minimum of one unit from each of the following groups:

    • Group B - Impression and Image: including creating and maintaining a positive attitude, impression and behaviour; communication; processing information; dealing with customers face to face, on the phone, in writing or electronically; promotion of additional services or products.
    • Group C:managing and negotiating technology such as social media, online support and development as well as customer support.
    You will also complete courses in:
    • Personal learning and thinking skills
    • Mathematics functional skills level 2
    • English functional skills level 2
    • Employment rights and responsibilities.
  • Entry Requirements

    For the Advanced Apprenticeship programme, you should be 16 years or older, working in a more senior role within a business organisation, with a strong commitment towards gaining the skills and quali cations you need to help you progress in your career.

    You should be working at least 30 hours per week in one of the following roles:

    • Customer relationship manager
    • Co-ordinator
    • Team leader
    • Information centre supervisor
    • Reception manager/supervisor
    • Call centre supervisor.
  • Progression

    On successful completion of the Advanced Apprenticeship, you may decide to progress to a Higher Apprenticeship, Management or Foundation Degree.

  • Assessment Method

    Competence qualification You must achieve a minimum of 55 credits to achieve this qualification. Some units are mandatory and some you may choose with the agreement of your employer and assessor. Your assessor will go through these units with you and your employer in more detail and discuss how the credits work so you may achieve your qualification successfully. Your assessor will visit you in the workplace to assess you to ensure you meet the minimum national standards.

    Knowledge qualification Edexcel Level 3 Knowledge in Customer Service. Most of the knowledge you will learn in the classroom in college. Some may also be delivered online and in the workplace.

    Personal learning and thinking skills Evidence will be collected to show that you have acquired the following skills:

    • Creative thinking
    • Independent enquiry
    • Reflective learning
    • Self-management
    • Teamwork
    • Effective participation.

    Transferable skills qualifications

    • Mathematics Level 2
    • English Level 2

    Employment Rights and Responsibilities (ERR) The ERR (Employment Rights and Responsibilities) programme is now covered by the online e-learning found on the Instructus website.

How to Apply

Please view our current live vacancies and apply today. Alternatively to register your interest in this apprenticeship click on the button below and complete the form.

Course Info


Part Time

Level 3

Location Off Site

BTEC Level 3 Diploma in Customer Service

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