Apprenticeship in Customer Service (Advanced)

Summary: This work based course develops the skills and knowledge needed for a wide range of careers working in customer service.








Course description: All training on this course is delivered either in the workplace, or at college on a day release basis.
Due to the varied nature of the customer service industry there are many job roles that apply to Customer Service Intermediate Apprentices. These will include job roles such as customer relationship manager, customer support officer, customer service team leader, customer service supervisory and customer service co-ordinator.
As a customer service apprentice you will be learning and understanding the key concepts of customer service and how to apply customer service knowledge and skills in the workplace.
For an Advanced apprentice these skills could involve improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.
This course is recommended for any employees in a customer facing or related role who want to gain a qualification through a flexible combination of workshops and assessments in the workplace.
Students will complete:

OCR Level 3 NVQ Diploma in Customer Service (QCF)

EDI Level 3 Certificate in Customer Service (QCF)

Employment Rights and Responsibilities (ERR)

Functional or Key Skills in Maths and English (unless exempt)
Additional measurable benefits include better team performance, productivity targets met or exceeded, quicker response time and reduced error rates.









Entry requirements: Applicants for the Advanced Apprenticeship programme should ideally have five GCSEs (grade C or above) or have completed an level 2 programme, or have a reasonable level of professional experience. Apprentices who took their GCSEs more than five years ago and did not gain a C grade or above may need to take a literacy and numeracy test. Applicants will also be invited to attend a pre-enrolment interview.
Apprenticeships are open to anyone over the age of 16, whether they have just left school or have been working for years. As an apprenticeship is a work based qualification, applicants should either have an employer who has agreed to support them, or be seeking an apprenticeship position through our vacancies list. Once you have secured a position with an employer your training can begin.









Objective: Apprenticeships are work-based training programmes designed around the needs of employers, which lead to nationally recognised qualifications.









Assessment: Training and assessments are mainly delivered in the workplace though some of the content can be delivered in college. Assessment is via a variety of methods, including case studies, assignments, practical assessments and projects.









Academic progression: Successful students may progress to the Higher Apprenticeship in Business Administration or Leadership and Management or further education in a range of other disciplines









Career progression: Career or academic progression may include continuation, development or promotion at work into roles such as senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.









Costs: Training on the Apprenticeships programme is currently funded for apprentices aged 16 - 18 years at the time of enrolment. An employer contribution is required for those aged either 19+ or who have a level 4 or higher qualification.