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Level 3 Advanced Apprenticeship in Customer Service (13 Month Programme)

The Level 3 Advanced Apprenticeship in Customer Service is ideal for colleagues who are versed and experienced in a customer service environment.

Lasting 13 months, the programme has been specially designed to give practising Customer Service Assistants/Operatives or people working generically in a customer facing environment. This course is designed to provide candidates with the foundations of working with and managing the customer service experience.

What does the course include?

The Apprenticeship training comprises of 4 parts:

Combined Unit Structure:

The Competency Element

This NVQ allows students to demonstrate their abilities in the working environment, whilst working with their teams, seniors and stakeholders.  Evidence can be collected in a number of ways, through student produced evidence, Professional Statements, Expert Witness Testimonies, Tutor Lead Statements, Professional Discussion, Written Answers to Questions.

The Knowledge Element

The Technical Diploma explores the core skills, knowledge and prepares the foundations needed to manage a team. Learners examine through assignments, essays and case studies different aspects of management and leadership, whilst developing solid business skills.  Students also develop skills in plan, project management, resource management, decision making and day-to-day management of their department/division.

Functional Skills Element

The Functional Skills element of this Apprenticeship is designed not only to build learners skills in written and spoken English, also to enhance their numeric and ICT skills as part of their role in Supervisory or Team Management. These skills will aid learners when developing and assisting more Senior Managers in the development of business processes, proposals and other commercial related activities.


The final two elements are the development of Personal learning and Thinking Skills, which is embedded in the knowledge and competency elements of training and Employment Rights, and Responsibilities where legal knowledge is checked through completion of a workbook.

Delivery Method:

Mainly a blended approach, including learners being visited once per month, normally for an afternoon or morning session (3 hours), with 3 or more learners in the same workplace, this is normally a day session (10am – 4pm). Learners are also advised that work is not to be completed at home, however, our learners enjoy the notion of studying and like to work from home on an evening or a weekend to complete their assignments – we advise no more than 15 hours per month doing this.

Methods of Assessment:

Product Evidence, Expert/Witness Testimony, Written Answers to Questioning, Assignment, Case Study, Accredited Prior Learning, Group Sessions and Professional Discussion

What do I need to get on to the course?

Learners will ideally need to have completed Level 2, however, learners

Are you eligible?

Course Contact: 

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