Advanced Apprenticeship in Customer Service - Level 3

Advanced Apprenticeship in Customer Service - Level 3 Overview

Your advanced apprenticeship relates to a supervisory role of providing a service to customers and providing improvements for the benefit of customers and the organisation.

During your advanced apprenticeship you will:

• 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

Entry requirements

You will need to be aged 16 years and over and in a senior position or undertaking duties of a supervisory nature to apply for the Level 3 Customer Service programme. As this is a work-based qualification you must be employed and working a minimum of 16 hours per week.

The applicant will undertake a diagnostic assessment at Level 2 for both maths and English and a free writing exercise prior to enrolment. You will be required to achieve a score of 50% or above in both subjects to ensure a place on the apprenticeship programme.

If you have passed maths and English GCSE with a grade A* to C or functional/key skills at Level 2, you will be required to evidence this with certificate/s which will then result in exemption from undertaking the maths and English functional skill qualification within the apprenticeship framework.

Start dates and fees

If you are between the age of 16 and 18 the apprenticeship is free of charge. If you are 19 and above your employer must pay a fee.

During your apprenticeship your employer is obliged to pay you a wage at the minimum rate for an apprentice.

How long is the course?

Depending on the individual the course normally lasts 18 months to two years.

How will I be assessed?

You are required to produce a portfolio of evidence on our online e-portfolio, which will contain a variety of assessments covering the criteria stipulated by the awarding body to cover the BTEC Level 3 Diploma in Customer Service (QCF).
Assessments may include:

• Observations held in the working environment
• Reflective accounts
• Witness statements
• Activity based work books
• Work products

Assessments will be planned with an assessor prior to the assessment taking place.
You will be required to complete an online test for both functional skills elements.

What does the course lead to?

You will be able to demonstrate effective supervisory skills in job positions such as call centre operator, junior manager or supervisor and you will have knowledge on how your organisation works, what it does and where you fit into the operation.

You will be aware of the wider laws and regulations which are set outside of your organisation and how they apply to you and your job. You will give customers a positive impression of yourself and your organisation.

What will I study?

As part of your advanced apprenticeship you will cover the following:

• BTEC Level 3 Diploma in Customer Service
• Functional skills Level 2 in maths
• Functional skills Level 2 in English

What can I go on to study?

After completing the Level 3 you may wish to progress on to a Level 4 NVQ or study a foundation degree. For this you will need to be responsible either as an owner or for running a department.

How do I apply?

Contact Siobhan Johnson, employer engagement lead
01623 627191 ext. 8097
siobhan.johnson@wnc.ac.uk

If you are looking for an employer to do the apprenticeship with please apply for a vacancy at www.visionapprentices.co.uk