Customer Service Advanced Apprenticeship
The Apprenticeship consists of several separate qualifications. You will be required to work towards achieving these through a combination of college and work based activities.
Competence Based Element: Level 3 NVQ Diploma in Business & Administration
The objective of these qualifications is to reflect the work of candidates who undertake Customer Service activities at Levels 3. They provide a statement of competence that testifies to the ability of candidates to work to meet Customer objectives. They cover support systems, processes and services and recognise that employment in Customer Service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.
Knowledge Based Element: Level 3 Certificate in Principles of Business & Administration.
This qualification aims to allow learners develop the essential generic background knowledge and understanding for a range of common work roles in the Customer Service Sector. The qualification covers the delivery of effective Customer Service and supporting the Customer service environment
Functional Skills in Mathematics and English at Level 2. English aims to develop learners skills to level 2 in speaking, listening, communication, reading and writing. Maths aims to develop learners skills to level 2 in using mathematics, analysing situations mathematically, interpreting solutions to problems using mathematics and coverage of mathematical content in number, geometry and statistics.
Employee Rights and Responsibilities: ERR Workbook, this is a workbook which aims help apprentices and employers understand their employment rights and responsibilities and rights related to equal opportunities, health and safety and to understand the safe learner concept.
Duration: Up to 1 year
Crawley Campus, College Road,
Crawley West Sussex, RH10 1NR
Start Date: Flexible, start dates throughout the year.
The Apprenticeship is designed to reflect the work of Customer Service staff across a wide range of industries and types of organisations. The course recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.
It is suitable for candidates:
• who have particular customer service and administrative job roles
• who are working in a customer service environment
• whose role is to provide service to customers
The Advanced Apprenticeship is designed to reflect the work of Customer Service staff across a wide range of industries and types of organisations. The course is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.
It is suitable for candidates who:
• can influence what happens at work
• uses the organisation’s rules and systems flexibly to deliver good service
• question the way things are done and suggest improvements
• have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
• are aware of the commercial or other pressures facing
Entry By: Assessment
Applicants should be working in an customer service role and an initial assessment will be carried out in the workplace to ensure that your job role meets the course requirements. It is also important to have your employers support in order to complete this course effectively.
In order to complete the level 3 qualification you will have to complete the mandatory units and a selection of the optional units. Details of how many units you need to take will depend on the size of qualification you take and your assessor will help you to choose your optional units during their first visit.
The mandatory units are:
- Demonstrate understanding of customer service
- Demonstrate understanding of the rules that impact on improvements in customer service
In order to complete the knowledge based element you will complete the following units:
- Principles of Customer Service Delivery
- Developing and Improving the Customer Service Process
If you are not currently employed we may be able to help you through our Job Shop. To find out about our latest vacancies or register with the Job Shop, call 0845 155 0043 (and press option 4) and ask for Lisa Spiller, alternatively email email@example.com
Outcome of Course and Progression:
On successful completion of this course you will receive a certificate for the competence based qualification, a certificate for the knowledge element qualification, functional skills certificates plus an overall Advanced Apprenticeship certificate.
From the Advanced Apprenticeship there may be an opportunity to progress onto a Team Leading or Management Intermediate Apprenticeship or Advanced Apprenticeship if your job role meets the requirements.
This course is fully funded for those aged 16-18, however there maybe an employer contribution for those aged 19+. For further details on costs and funding options please contact Employer Services on 0845 1550043 (and press option 4) or email us at firstname.lastname@example.org.
Please contact Employer Services on 0845 1550 043 and press 4, or email us at email@example.com.
The competence element of this course is course is delivered solely in the work place. After initial assessment and induction your assessor will spend between 1 and 2 hours with you on a monthly basis in order to review what work you have completed and plan with you what work you need to complete before the next visit. Your assessor will also want to observe you in your workplace.
The knowledge element is delivered over 10 weeks half day attendance in the college and functional skills elements are also delivered in the college, taking a further 10 weeks of 1 day a week attendance.
The Functional Skills element is delivered (subject to assessment) over 10 weeks and will require 1 day a week attendance in college.