Advanced Apprenticeship in Customer Service
What is this Apprenticeship about?
This qualification covers the basic elements of how to deliver an excellent customer experience that will equip you with the necessary skills to work and support customer service delivery. It looks at the key objectives of effective customer service to show how you identify the needs and requirements of your customers. 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 customer service as an occupation, for example Customer Relationship Manager, Customer Service Co-ordinator, Customer Service Team Leader.
What Will I Learn?
To achieve the Apprenticeship there are a number of elements you will need to complete. This is called an apprenticeship framework and consists of two main components’: –
- Level 3 QCF Certificate in Customer Service,
- Functional Skills in Maths & English (minimum of level 2).
The Level 3 NVQ Certificate in Customer Service will be carried out whilst you are working and carrying out your daily activities. Evidence will be collected by your assessor to show that your current role meets the minimum national standards within the industry. Your assessor will ask you to supply evidence on daily tasks and duties to support your electronic portfolio of evidence. You will also be required to complete a number of workbooks and online assessments relating to your current role to demonstrate the knowledge you have learned. Some of the following areas that will be covered are: organise, understand, resolve, manage and principles of customer service.
Functional skills English, Maths and ICT will provide you with the skills you need to operate confidently, effectively and independently in learning, life and work. At Xtp we are committed to developing these skills throughout your time with us. You will receive an initial assessment and, if you have not already achieved A*- C GCSE in these subjects, you will be supported in working towards this during your time with us. If you have already achieved A*-C, you will continue to have these vital skills developed within your chosen course.
In Addition to the main components’ you will also learn about: –
- Employment Rights and Responsibilities (ERR),
- Personal learning and thinking skills. (PLTS).
How long is the course and where will it be taught?
The length will vary according to the workplace and individual, although there is an expectation that it will be completed within 12 months. An assessor will visit you in your workplace to train, assess and review you on a regular basis.
How Much Will It Cost?
If you don’t already have a qualification at Level 4 or above, this course will be fully supported depending on funding availability and eligibility*.There is also an expectation that you continue to make good progress and complete on target to be eligible to continue to receive funding from the government.
There are no mandatory entry requirements for this apprenticeship framework. However, it is likely that advanced apprentices will have some prior experience in a customer service role to allow them to complete the advanced apprenticeship.
What Will I Achieve?
You will achieve a Full Level 3 Customer Service Apprenticeship.
Where Can I Go Next?
This qualification could lead to jobs such as:-
- Team Leader,
- Delivering customer service across an organisation,
- Analyse and respond to customer service issues,
- Progress onto: a Higher Level Apprenticeship programme in Leadership & Management.
How do I Apply? …
Contact the Business Support Team at Xtp on 0843 509 4020. We will be happy to discuss your requirements and offer you further information, advice and guidance.
* Subject to eligibility. In addition to the eligibility criteria funding is also dependent on you being in permanent employment and your employer agreeing to give you the time to complete your qualification during your normal hours of work.