Advanced Apprenticeship in Customer Services, Level 3

Course Description
This programme is for people who wish to work within a customer service role and extends the skills developed at Level 2. You will develop awareness of customers’ needs and how to meet and exceed them. You will be able to develop other practical skills by taking additional units from other NVQs such as administration or retail.

What will I study?
You will study for a Level 3 Advanced Apprenticeship in Customer Services which includes a NVQ and functional
skills in Maths and English.

• L3 NVQ Diploma in customer services to include:
- Demonstrate understanding of customer service
- Demonstrate understanding of rules that impact on improvements incustomer service

• Optional units include:
- Impression and image
- Delivery
- Handling problems
- Development and improvement

What do I need to join?
There are no specific entry requirements, all candidates undertake a thorough initial assessment and need to demonstrate an ability to work at Level 3.

How long is the course?
The course duration is flexible to meet the needs of the individual and employer. On average the course lasts 18 months.

How will I learn?
The course is delivered in the workplace and combines observations and assessments.

How will I know how I am doing?
You will be allocated an assessor who will work with you to guide you through the award. They will regularly feedback on your progress and work with you to set targets for future work.

Are there any extra costs?
If you are aged 16-18 there are no fees to pay. If you are aged 19 or over your employer may be asked to make a contribution towards the cost of your award.

What can I do next?
IT courses such as ECDL, shorthand, SAGE and keyboard skills.

What are my career opportunities?
Supervisory positions in an office or customer service environment such as receptionist, office manager, sales or marketing officer.