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Advanced Apprenticeship Level 3 Diploma in Customer Service at County Training - Shropshire Council

Course description

Good customer service is key to the success of any business. Customer Service can be applied to hundreds of job roles across many different sectors, including retail, finance, call centres, hospitality, sport and recreation. These qualifications teach the skills required to provide excellent customer service and enhance the customer experience.

Customer Service skills will serve candidates well in any industry, therefore achieving these qualifications open doors to excellent career progression opportunities.

At Level 3, candidates are required to be able to respond to customer issues at a strategic level , suggesting improvements to customer service strategy and helping its implementation.

Course content

Customer Service Advanced Apprenticeship.

Candidates will work towards achieving the following:

  • Level 3 Diploma in Customer Service
  • Level 3 Technical Certificate in Customer Service
  • Level 2 Functional Skills in English and Maths
  • Employment Rights and Responsibilities
  • Personal Learning and Thinking Styles

Entry requirements

Before you can start this course, you will need to have a relevant paid work placement of at least 30 hours per week. There may be existing placements available or County Training can provide you with support to find a placement. This may be through an interview, some support with writing applications or preparing a CV, or even through work-experience placements.


Before your course starts you will meet with your manager at work and your assessor to discuss which units of the qualification you will be working towards. These will be based on the kind of job role and day-to-day tasks you will be doing. Your assessor will then visit you on a regular basis to help collect evidence of the skills and knowledge you are gaining through one-to-one discussions, observations at work and witness testimonies from your manager – all of these activities will help you to build a portfolio demonstrating your ability for this area of work.

Financial information

The cost will be dependent on individuals circumstances. There may be funding available to cover training costs.

For 16-18 year olds undertaking an Apprenticeship, training will be fully funded.

A contribution of £250/£350 may be required for individuals aged 19 and over depending on existing qualifications held.

Future opportunities

If you're committed to advancing your career by building strong Customer-Service skills, following your Advanced Apprenticeship you may want to progress on to a Level 4 qualification .

Some candidates progress to other qualifications in a different sector such as IT Application Specialist or Business Administration and Management dependent on their job role and responsibilities at work.

Further information

Any person currently undertaking a Level 3 Apprenticeship is entitled to access a programme of 6 management courses for free!

Courses are available in the following area:

  • Problem Solving
  • Motivation
  • Mentoring
  • Team Leading
  • Managing Change
  • Communication

How to apply

If you want to apply for this course, you will need to contact County Training - Shropshire Council directly.

Last updated date: 20 May 2014
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