Business and IT and Professional


Course Title: Customer Service Advanced Apprenticeship
Course Code: PD230

The Customer Service Advanced Apprenticeship responds to the employer need for high levels of customer service skills within a wide range of organisations. Customer service skills are transferable across sectors and can be applied to many job roles.

The apprenticeships are primarily aimed at individuals whose job role is dedicated to looking after customers as an occupation, for example advanced apprentices may be Customer Relationship Managers, Co-ordinators and Team Leaders.

Whatever job role or sector a customer service apprentice might work in, they will be learning and understanding the key concepts of customer service and how to apply customer service knowledge and skills in the workplace.

For an advanced apprentice these skills could involve improving customer satisfaction, team
leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.



NVQ Diploma in Customer Service (QCF)

Course Content

The qualification comprises of 2 sections

Level 3 Diploma in Customer Service covering the NVQ and technical certificate elements. The qualification includes a wide range of work based units for you to choose from including:

- Understand the customer service environment
- Understanding customers and customer retention
- Principles of business
- Communicate verbally with Customers
- Process information about customers
- Resolve customers’ problems
- Exceed customrs' expectations
- Gather, analyse and interpret customer feedback
- Use service partnerships to deliver customer service
- Employee rights and responsibilit-

Functional skills in Maths and/or English depending upon GCSE achievement.

Entry Requirements

There are no mandatory entry requirements for this apprenticeship framework. However, employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a "can do" attitude and have basic numeracy and literacy skills on which to build their customer service skills. Candidates need to be working in a job where they are offering a service to customers to complete the apprenticeship, with the whole apprenticeship being carried out in the workplace.

Next Steps

Advanced apprentices, with support and opportunities in the workplace, can progress onto: - a Higher Level Apprenticeship programme in Contact Centre Management, Business &Professional Administration or Leadership & Management - a range of Customer Service, Contact Centres, Sales, Business related and otheundergraduate programmes - a range of Customer Service and other Professional Qualifications, including a Level Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management.

Career Opportunities

With additional training, advanced apprentices may be able to progress in their careers to roles including senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.