Advanced Apprenticeship in Customer Services (Level 3)

An Advanced Apprenticeship in Customer Services is about learning and gaining work experience at the next level to learn not only how to understand and manage customers, but also take on a leadership role within a team.

Customer services work with customers before, during and after a sale has been made. The main aim of having customer services in a business is to enhance the customer’s satisfaction. This can mean a range of things including helping deal with customer problems.

Being in a customer services role will enhance interpersonal skills by learning the best way to interact with the customers of a business.

Apprenticeship Information

A Level 3 Apprenticeship in Customer Services is worth 42 credits.

The course involves between 279 and 360 hours of guided learning.


Entry Requirements

There are no formal entry requirements for this apprenticeship.  However, it is recommended that the applicant has some previous experience in a  customer service environment to effectively do their job.


What can an Apprentice do with this Apprenticeship?

  • A Higher Level Apprenticeship programme in Contact Centre Management, Business & Professional Administration or Leadership & Management.
  • Higher education to undertake customer service, business or non-business qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality.
  • A range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes.
  • A range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, or a Level 4 Diploma in Contact Centres.
  • A Foundation Degree in Contact Centre Management.

With additional training, Advanced Apprentices may be able to progress within their careers to roles including:

  • Senior customer service supervisor
  • Customer service manager
  • A range of other senior customer service related roles


What do the jobs at Level 3 involve?

When doing a Level 3 Apprenticeship in Customer Services, an apprentice’s job role will likely be one of the following:

  • Co-ordinator Team Leader
  • Customer Relationship Manager.

This means that an apprentice could be doing the following on a day to day basis:

  • Communicating effectively with customers face to face, in writing, or by telephone
  • Resolving problems and improving customer relations
  • Promoting products and services
  • Using software or office equipment to communicate
  • Keeping records
  • Gathering and analysing customer feedback while leading a team.


What will the apprentice learn on this apprenticeship?

Like all apprenticeships this one contains; a knowledge based element, a competence based element, Skills (English, Maths), a module on Employment Rights and Responsibilities, a module on Personal Learning and Thinking Skills (PLTS).

The knowledge based element of this apprenticeship will take the apprentice through more advanced aspects of customer services, learning how to help customers in the best way possible, deal with unhappy customers as well as organising their colleagues.

The competency part of this qualification is about demonstrating new skills and acquiring first-hand experience dealing with customers.

The skills part of this qualification will bring English and Maths skills up to the necessary level needed to carry out the role.

Finally the Personal Learning and Thinking Skills (PLTS) part of the course will teach generic skills which will be helpful in day to day life.

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