Advanced Level Apprenticeship (ALA) in Customer Service

Advanced customer service apprenticeships are for learners in a customer service environment that may have opportunities to influence what happens at work, though not necessarily in a management capacity.

This course requires the learner to use the rule flexibly to complete tasks and continue to give excellent service despite the systems in place and to have an in depth understanding of company policies and procedures.
NVQ 3 Diploma in Customer Service2 mandatory units:
- Demonstrate understanding of customer service
- Demonstrate understanding of the rules that impact on improvements in customer service

Plus other units which are tailored to your job role these can include:
- Handling problems
- Development and improvement
- Impression and image

Technical certificate
Consists of 3 mandatory units:
- Understand the use of communication in customer service
- Understand the principles of customer service delivery in different sectors
- Understand the principles of making improvements to customer service

Functional skills in English and maths will be delivered in designated hubs at various campuses.

End Qualification:

- NVQ 3 Diploma in Customer Service
- Level 3 Certificate in Customer Service
- Functional Skills in English and maths at level 2
- Employment Rights and Responsibilities
- Personal Learning and Thinking Skills

Entry Requirements:

Interview required

You will be assessed for your potential to achieve the apprenticeship. The assessment will depend upon the level and range of activities you will be undertaking in the workplace.

You may need to undergo an initial assessment of your English and maths skills in which you are required to be working at or towards level 2.

At the start of your apprenticeship programme you will need to be employed by a suitable and appropriate employer for at least 16 hours a week. You will also need to have been a resident in the EU for at least 3 years.

Commitment and motivation are necessary to complete the course.

Assessment:

The NVQ 3 is delivered in the workplace using a portfolio of evidence, observations, statements and question and answer sessions. Functional skills online tests will need to be completed and the technical certificate is delivered in the workplace.

Progression from this course:

Due to the all sector nature of customer service, achievement can lead to succession either into higher level sector specific qualifications or higher generic customer service qualifications.

Locations:

Workplace - n/a

Duration:

18 Months

Start times:

Various times throughout the year

How to Apply:

Please apply online using the apprenticeship application form

Course Costs:

There are currently no fees payable by young people on Apprenticeship programmes. Fees may be payable by the employer where the candidate is 19 or older. Details available on request.

Additional Information:

Call the apprenticeships team on 01553 815280 or e-mail apprenticeships@col-westanglia.ac.uk