Level 3 Advanced Apprenticeship in Customer Service
Course duration: Minimum 12 months
A knowledge and competency based Apprenticeship demonstrating that the Apprentice has
been trained to develop practical skills in Customer Service. These are assessed with on the job
observations conducted by one of our Assessors.
The knowledge based element provides a theoretical foundation for practical skills learned
at work. Guidance is provided in the workplace during monthly Assessor visits and through
workshops specifically developed and delivered to embed Learner’s knowledge.
Included in this is developing the Apprentices understanding of employee rights and
responsibilities and outlining what to expect during the course of the Apprenticeship as well as
All Apprentices are required to be qualified in English and Maths and these can be achieved by
taking a Level 2 functional skills qualification.
Within these competency and knowledge based elements are included 6 key elements of
learning and development that are monitored, evaluated and assessed, including:
- Creative thinking
- Independent enquiry
- Reflective learning
- Team working
- Self management
- Effective participation
This is a 12 month programme aimed at individuals who wish to pursue a career in, or whose job role is dedicated to Customer Service. Occupations or job titles may include Customer Service Relationship Manager, Customer Service Co-ordinator and Customer Service Team Leader. Providing excellent Customer Service training can be applied to many job roles and is designed to support employer and sector skills shortages by attracting new talent into careers that involve Customer Service.