Customer Service Advanced Apprenticeship

Qualifications

• Advanced Apprenticeship in Customer Service
• NVQ Level 3 Diploma in Customer Service
• Technical Certificate (Certificate in Customer Service) Level 3
• Functional Skill Application of Number Level 2
• Functional Skill Communication Level 2
• Employment Rights and Responsibilities (ERR)

Units covered There are a total of 60 units to choose from and are selected in line with your job role. Some of the units are as follows:

• Demonstrate understanding of customer service
• Communicate effectively with customers
• Make customer service personal
• Go the extra mile in customer service
• Do your job in a customer friendly way
• Deliver reliable customer service
• Organise the delivery of reliable customer service
• Improve the customer relationship
• Resolve customer service problems.
• Develop customer relationships

Entry requirements You must be employed for at least 30 hours/week. Who is it for? Anyone employed in the Customer Service industry working with customers. These can be external (clients/public) or internal (colleagues). CostAged 16-18

Fully funded

Aged 19-23

Fully funded for employers with less than 1000 employees. For employers with 1000+ employees, please contact us for further details.

Aged 24 and over

Total People require learners/employers to cover the cost of the whole qualification. A 24+ Advanced Learning Loan can be applied for through Student Finance England

Duration 15 months (approx) Start date Available all year Assessment method There are various assessment methods available such as:

• Observation
• Examination of case history
• Product evidence
• Witness testimony
• Questioning

The qualification is assessed at the workplace and there is no requirement to go to college.

Personal qualities To work in a customer service environment you will need to have the following personal qualities:

• Team worker
• Punctual and reliable
• Able to follow instructions

Further progression There may be the opportunity to progress onto other Business Services qualifications for example:

• Business Administration
• Contact Centre
• IT
• Sales & Telesales
• Marketing
• Social Media
• Team Leading
• Management