Level 3 Customer Service Advanced Apprenticeship

What work tasks would a Level 3 Customer Service Apprentice complete?

- Deals with all aspects of customer service over the phone, on the internet or face-to-face ensuring that everyone experiences high quality customer service
- Resolves customer problems and complaints
- Uses an information system
- Works in call centres, retail/wholesale outlets, warehouses or in an office environment
- Attends meetings and produces reports
- Uses Social Media to deliver customer service
- Manages individuals and team performance

What are the entry requirements?

Candidates must be aged 16, have previously completed a Level 2 in Customer Service and should have: 
Keyboard and computer skills
Telephone skills
Able to work quickly and accurately
- S
poken and written communication skills and the ability to relate to customers
Able to work without close supervision
An eye for detail
Able to work as part of a team
Problem solving ability
Potential for further development

What is the duration of the course?

Level 3 Apprenticeship in Customer Service (equivalent to 2 A-Level's) takes approximately 18 to 24 months to complete.

How can I progress in Customer Service?

With support and opportunities in the workplace, progression routes include a NVQ Level 4 in Customer Service.

What Qualifications will I gain?

1. The Level 3 NVQ in Customer Service:
The National Vocational Qualification (NVQ) will be gained through on the job training and the assessment of this.

2. Employment Rights and Responsibilities (ERR):
Employment Rights and Responsibilities cover legislation and other key policies you need to know and understand, relevant to your job role.

3. Functional Skills in English, Maths and ICT:
Functional Skills are qualifications in Maths, English and ICT that equip learners with the practical skills needed to learn, live and work successfully.

4. PLTS (Personal, Learning and Thinking Skills):
These are generic skills that are essential to life, learning and work. There are 6 PLTS:
- Independent Enquirers 
- Creative Thinkers 
- Reflective Learners 
- Team Workers 
- Self-managers 
- Effective Participators

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