Level 3 Apprenticeship in Customer Service
A Level
In Sketty
Description
-
Type
A Level
-
Location
Sketty (Wales)
-
Start date
Different dates available
Course Overview:
The aim of the apprenticeship is to provide organisations with staff who have the knowledge, skills and confidence to help their businesses to grow and to provide a career path for staff and Apprentices to higher level jobs and qualifications.
Most learners progressing into the Customer Service job role would have some prior experience in a customer service job role.
Fully funded, subject to availability. Please contact us to find out more.
Facilities
Location
Start date
Start date
About this course
Progression Opportunities:
Higher Level Management courses
Entry Requirements:
There are no official entry requirements however the candidate must have the potential and opportunity to meet the required standards.
Reviews
Subjects
- Customer Service
- Staff
Course programme
Course Delivery:
The Apprenticeship at level 3 consists of the following qualifications:
- OCR Level 3 Diploma in Customer Service (combined qualification)
- Essential Skills Wales Level 2 in Communication and Level 2 Application of Number
- Employee Rights and Responsibilities
The QCF in Customer Service qualification is broken down into specific units. There are six mandatory units and a selection of optional units. The choice of optional units is tailored to the candidate's duties and responsibilities.
Mandatory units
- Organise and deliver customer service
- Understand the customer service environment
- Understand customers and customer retention
- Resolve customers' problems
- Principles of business
- Manage personal and professional development
Optional units from a selection including:
- Resolve customer's complaints
- Communicate with customers in writing
- Develop customer relationships
- Manage team performance
- Collaborate with other departments
- Provide reception services
The program will be delivered by a QCF tutor/assessor through a series of half day group tutorials to cover knowledge plus one to one sessions in the workplace to assess competence. The Essential Skills program consists of controlled tasks and confirmatory tests which need to be taken under exam conditions.
The course is continually asessed over a 24 month period. With the support of your assessor you wil undertake work based assessments, such as observations, witness testimonies, case studies, personal statements and work based evidence.
Additional information
Level 3 Apprenticeship in Customer Service