Advanced Apprenticeship in Customer Service Level 3

Key Training Group
Delivery Method: Face-to-face

 This Apprenticeship programme would be well suited to those with experience working within a client facing or customer service role. Learners will need to be able to demonstrate that they can carry out a range of work activities in a variety of contexts. This includes completing tasks whilst working as part of a team and taking ownership when working on their own.

An Advanced Apprenticeship in Customer Service (Level 3) is an ideal programme for those with experience within a Customer Service role. This is a popular programme for those who work with a high degree of autonomy and wish to progress to a position with line management responsibilities.

Enabling Customer Service staff with the skills and knowledge to progress within their role will result in motivated and competent employees that will give your business the competitive edge.

Apprenticeships are made up of a variety of components; we have listed below the mandatory components that are required for this programme:

NVQ Certificate in Customer Service (QCF)

Technical Certificate of Knowledge

Functional Skills in maths, English and ICT

Personal Learning and Thinking Skills

Knowledge of Employment Rights and Responsibilities


The Advanced Apprenticeship in Customer Service (Level 3) has mandatory and optional units. To achieve the Advanced Apprenticeship you must achieve 2 mandatory units and several optional units to achieve a minimum of 42 credits.


Some of the units are as follows:

Demonstrate understanding of customer service

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

• Plan, organise and control customer service operations

• Maintain customer service through effective handover

• Handle referred customer complaints

• Lead a team to improve customer service

• Monitor the quality of customer service transactions

• Develop a customer service strategy for a part of an organisation

• Develop personal performance through delivering customer service

• Use customer service a competitive tool

• Organise the promotion of additional services or products to customers

• Promote additional service or products to customers

• Organise the delivery of reliable customer service

• Maintain and develop a healthy and safe customer service environment





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