Advanced Apprenticeship in Customer Service

About the course

This apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation. It is aimed at those working within a supervisory capacity and with some systems responsibility.

Venue

Work Based blended delivery programme consisting predominantly of on-site training and assessment within the workplace, supported by off-site technical training at local training and assessment venues as required. Course teaching, learning and assessment is enhanced through the effective use of e portfolio and distance learning resources to ensure flexible delivery is responsive to learner, employer and situational needs.

Programme Structure

The Apprenticeship is made up of a number of different nationally recognised qualifications:

Combined Knowledge and Competence Qualification: ·

Level 3 NVQ Diploma In Customer Service

(30 credits must be achieved by completing a minimum of one unit from each optional group)

Functional Skills: ·

Level 2 English ·

Level 2 Mathematics

Employee Rights and Responsibilities ·

Delivered and assessed through a workbook

Personal Learning and Thinking Skills ·

Assessment and recognition through a Record of Achievement

Course modules

Combined Competence and Knowledge Qualification

Demonstrate understanding of customer service

Demonstrate understanding of the rules that impact on improvements in customer service

Option A - Communicate effectively with customers

Option A - Give customers a positive impression of yourself and your organisation

Option B - Deliver reliable customer service

Option B - Deliver customer service on your customer's premises

Option C - Resolve customer service problems

Option C - Deliver customer service to difficult customers

Option D - Develop customer relationships

Option D - Support customer service improvements

Lead a team to improve customer service

Functional Skills

Level 2 Mathematics

Level 2 English

Employee Rights and Responsibilities

Delivered and assessed through a workbook

Personal Learning and Thinking Skills

Assessment and recognition through a Record of Achievement

Entry requirements & additional information

Entry requirements

Entry onto the apprenticeship is subject to a thorough initial assessment to clarify course appropriateness. Entrants must have the ability to achieve Level 2 Functional Skills in English and Mathematics and be able to cope with the Level 3 vocational qualification. Apprentices must have a contract of employment working for a minimum for 30 hours/week.

Progression

Apprentices successfully completing the Advanced Apprenticeship have opportunities to progress within the industry by continuing onto into Higher Education.

Careers

Typical jobs apprentices will be able to progress onto on completion of the Advanced will depend on the qualifications and experience gained, but could include a range of roles within customer service such as customer relationship manager, customer support agent, customer service team leader.

Why study an Apprenticeship?

Everything you need to know about taking on an Apprentice with Myerscough College as well as the benefits and support available.

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Apprenticeship Vacancies

View all our Apprenticeship vacancies and apply online with the National Apprenticeship Service.

Apprenticeship Vacancies

Case Studies

Don't just take our word for it, meet a selection of our Apprentices and hear what they have to say about an Apprenticeship with Myerscough College.

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Traineeships

Traineeships offer the chance to develop your skills and experience in order to enhance your chances of progression to an Apprenticeship, college course or employment.

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