BCoT Logo

Business

Level 3 Apprenticeship in Customer Service

Apprenticeship

Course Overview

This apprenticeship programme includes learning about how customer service professionals handle day to day customer queries, providing direct customer support within all industries across the private, public and not-for-profit sectors.

The apprentice will learn how to act as a referral point when dealing with complex or technical customer requests, complaints, and queries. As an expert of the organisation’s products/services, they will an advocate for customer service to share knowledge with wider teams and colleagues.

Apprentices can provide a service in many types of workplace environments including contact centres, retail, webchats, service industry or any other point of direct customer service. Roles include: Customer Service Assistant, Contact Centre Operator, Customer Support Specialist and Receptionist.

Course Content

The apprentice will develop their skills by gathering and analysing customer data that influences change and improvements to service offered. The role will utilise organisational and generic IT systems, to carry out customer service tasks with an awareness of other digital technologies.


Some of the core competencies the apprentice will learn include: 
  • Understanding your organisation’s current business strategy in relation to customers and make recommendations for its future
  • Understanding the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention,
  • Knowing your internal and external customers and how their behaviour may require different approaches from you.

Entry Requirement

Employers set their own entry specification but the apprentice will complete Maths and English functional skills if they did not achieve GCSE grade 4 or above.

Assessment

As part of this apprenticeship programme, the apprentice will learn and work on the employer
premises, completing tasks for portfolio building and practical role-related projects.

The funding rules state that 20% of the apprentice’s time must be spent completing off-the-job training, this may include different activities and is measured over the course of the apprenticeship.

Apprentices will be required to undertake the equivalent of a day’s training to meet this funding rule. This
could be either attending BCoT, shadowing another department/role, online learning, or manufacturer training and will be fully documented in their portfolio.

Where does this course lead to

Upon completion of the apprenticeship, with the transferable skills gained, the apprentice can progress
further within the profession into a wide range of customer service roles across many sectors. You will
also be eligible to join as an Individual (Professional) member of the Institute of Customer Service and may be eligible for further professional membership including management.

The apprentice may also progress their training further and work towards other relevant qualifications related to their role in the workplace.

ENROL ONLINE TODAY

Enrol Now

Course Outline

Course Code: MP64
Study Mode: Apprenticeship
Location: Basingstoke
Duration: 2 Years
Start Date: TBC.
Download

View our
course guide
Skip to Content
Policies and Privacy
Accessibility
Copyright
GDPR
Policies and Statements
Privacy and Cookies
Terms and Conditions
Further Information
Term Dates
Fees and Financial Support
Getting to BCoT
Support for Students
Job opportunities at BCoT
Contact Us
Connect with us
Facebook
Twitter
Youtube
Linked In
Instagram
Basingstoke College of Technology I 2020
Disability Confident Logo Matrix Logo Ofsted Good Provider Logo AccessAble Logo QAA Logo ESFA Logo Basingstoke Built-in Logo Gloval Vocational Skills Logo Google for Education Logo