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Level 3 Advanced Apprenticeship in Customer Service


Course Overview

This apprenticeship is ideal for those who are looking to progress within a customer service career.  It further develops the skills and knowledge required in a range of customer service environments, including supporting customer service improvements; supervising others in a customer service environment; dealing with customer queries/problems and complaints; and having up-to-date knowledge of relevant legislation.

This apprenticeship is delivered within the workplace using real examples from the apprentice’s daily work.  Your apprentice will benefit from excellent coaching from our highly skilled assessors, who will work closely with you to ensure the skills being developed reflect your requirements. 

Course Content

Learners are allocated a personal assessor who provide personal tutorial support and assessment at prearranged times, the qualification is tailored to suit the learner and employer by choosing most relevant optional units, which gives learners opportunity to:

  • Develop and demonstrate technical and wider sector-related knowledge to underpin competence in the learners job role.
  • Develop and demonstrate a range of technical skills and behaviours that supports competence in the job roles stated above. This includes communication skills, managing time, deal with customer requests and queries.
  • Develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills
  • Have existing skills recognised
  • Achieve a nationally recognised Level  3 qualification

The programme requires a selection of competency and knowledge based units.

Mandatory units:

  • Organise and deliver customer service
  • Understand the c/s environment
  • Resolve problems
  • Principles of business
  • Manage personal and professional development

Optional units:

  • Develop resources to support consistent  customer service
  • Resolve complaints
  • Monitor the quality of customer service interactions
  • Buddy a colleague to develop their skills
  • Manage team performance

To complete the apprenticeship, the learner must also complete:

Functional skills for English, Maths and ICT at level 2.

Personal learning and thinking skills (PLTS) Employment rights and responsibilities (ERR)

Entry Requirement

Candidates will complete an initial assessment to establish suitability. This is a work-oriented qualification aimed at people who have the scope to bring about permanent improvements in service delivery that benefit customers and the organisation for which they work. Candidates do not have to be in a role where they have direct line responsibility for people. The programme is suitable for job roles such as customer relationship manager, co-ordinator or team leader.


This programme is delivered through a range of assessment methods including observations, discussions, case studies, knowledge questions and witness testimonies. The functional skills exams are online assessments, delivered in the work place. The principles units, will be taught in the classroom again, there are options for this, meeting employer and learner needs.

Where does this course lead to

Diploma in Business Administration Level 4, Diploma in Business Administration Level 3, Diploma in
Management Level 3.


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Course Outline

Course Code: MP17
Study Mode: Apprenticeship
Start Date: 01/08/2017
Duration: 1 Year
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Basingstoke College of Technology I 2018