Customer Service Level 3 – Customer Service Specialist
An Apprenticeship in Customer Service equips you with the skills to deliver excellent customer service which will serve you well in virtually any industry. The service industry sector is vast and most customer service apprentices work in retail, financial services, call centres, hospitality and recreation.
- Course Information
As a Customer Service Apprentice it’s most likely that you will work at the front end of an employer’s business activities and regularly assist customers. You will need clear up-to-date knowledge of your organisations products and services. You will also need to be able to communicate effectively with all sorts of people.
Course Content for the Level 3 Customer Service Apprenticeship
- NVQ – City and Guilds NVQ Level 3 Diploma in Customer Service.
- Technical Certificate – City and Guilds Level 3 Certificate in Customer Service.
- Key Skills/Functional Skills – prior learning will be assessed and Apprentices supported to work towards the correct level of literacy and numeracy if required.
The NVQ requires the completion of 42 credits, the following units mandatory:
- demonstrate understanding of customer service.
- demonstrate understanding of the rules that impact on improvements in customer service.
The remaining credits are chosen from a wide range of options covering a wide range of customer service topics which can be geared to the needs of the employer.
- Entry Requirements
You will need 4 x GCSE A*-D/Grade 9-3 including Maths and English or equivalent.
(Although GCSE ICT is not an entry requirement, applicants are required to complete a short ICT BKSB).
Please note that employers may stipulate higher entry requirements than those listed and should therefore be treated as the minimum entry criteria.
However, if you do not currently meet the entry requirements for the apprenticeship you wish to apply for, you may also be considered based on related subject qualifications and/or life/work experience or upon successfully achieving the required Basic and Key Skill Builder (BKSB) results.
- How will I be assessed?
Apprentices will build a portfolio of evidence containing examples of work-based evidence and observations. This will confirm competence and knowledge and will include:
- personal statements
- assessor observations
- testimonies from colleagues
- evidence of questioning or discussions.
Each Apprentice will be allocated a qualified work-based assessor from Runshaw College who will assess their practical skills and competence in the workplace. Following theory input Apprentices are required to complete written tests and assignments for the Technical Certificate.
There will be assignments and tests related to Key Skills/Functional Skills if required.
- Employer Requirements
Employers must be prepared to work with their Apprentices to develop their knowledge and skills by providing a wide range of learning and training opportunities. They must also be prepared to allow them to attend College sessions at the agreed times. Employers are also expected to encourage Apprentices to research their chosen vocation and to support any work experience that will benefit the Apprentice to come up to a supervisory level of competence.
- Progression Pathway
- Progression can be to higher education such as a Foundation Degree.
- Learners can diversify into a different occupational area such as Business Administration, IT User or Team Building to further build on their skills learnt.
- Attendance & Support
Runshaw College believes that attendance and punctuality are key factors in the timely success of an Apprenticeship. Apprentices are accepted on the basis that they will have a high level of attendance at College and in the workplace. Persistent or regular absenteeism is a disciplinary offence and may lead to dismissal from the programme.
Runshaw Apprentices will be offered support and be encouraged to develop the ability to work on their own and as team players. We expect our Apprentices to show enthusiasm and the motivation to reach and exceed their goals.
It is important to maintain time keeping and attendance for both college and work place sessions to ensure learners remain on target.