Advanced Apprenticeship in Customer Service Level 3

The advanced apprenticeship allows you to study towards a recognised qualification whilst in an employed position.
It is suitable for those who work front of house or when your duties involve dealing with the general public.

Description

Your advanced apprenticeship relates to a supervisory role of providing a service to customers and providing improvements for the benefit of customers and the organisation.

During your advanced apprenticeship you will:

• Demonstrate an understanding of customer service
• Demonstrate understanding of the rules that impact on improvements in customer service
• Improve the customer relationship
• Monitor and solve customer service problems
• Process customer service complaints
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback

How long is the course?

Depending on the individual the course normally lasts one year to eighteen months.

How will I be assessed?

The NVQ is delivered in the workplace. Your assessor will visit you once every two weeks for one to one support and assessment.

The Technical Certificate will be delivered in the workplace.

Functional Skills are delivered in the workplace with one to one support.

What will I study?

As part of your advanced apprenticeship you will cover the following:

• Level 3 NVQ Diploma in Customer Service
• Technical Certificate in Customer Service Level 3
• Functional Skills Level 2 in Maths
• Functional Skills Level 2 in English

What does the course lead to?

You will be able to demonstrate effective supervisory skills in job positions such as call centre operator, junior manager or supervisor and you will have knowledge on how your organisation works, what it does and where you fit into the operation.

You will be aware of the wider laws and regulations which are set outside of your organisation and how they apply to you and your job.

You will give customers a positive impression of yourself and your organisation.

What can I go on to study?

After completing the level 3 you may wish to progress on to a level 4 NVQ or study a foundation degree. For this you will need to be responsible either as an owner or for running a department.

Entry requirements

You will need to have already achieved this qualification at Level 2.

As this is a work-based qualification you must be employed in a customer service based role.

How much does it cost?

If you are between the age of 16 and 18 the apprenticeship is free of charge. If you are 19 and above your employer must pay a one off fee.

During your apprenticeship your employer is obliged to pay you a wage at the minimum rate for an apprentice.

How do I apply?

Before you can apply for this apprenticeship course you must already have found an employer who has agreed to take you on as an apprentice.

What can I do next?

1 In Person. We're open Monday – Friday 9am to 4pm at our Derby Rd and Chesterfield Rd sites. Find Us. By Phone. To pay by credit/debit card or for information on reduced fees call our enquiries line FREE on 0808 100 3626.

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