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Customer Service Level 3 Advanced Apprenticeship at Basingstoke College of Technology

Course description

Learners are allocated a personal assessor who provide personal tutorial support and assessment at prearranged times. the qualification is tailored to suit the learner and employer by choosing most relevant optional units, which gives learners opportunity to: develop and demonstrate technical and wider sector-related knowledge to underpin competence in the learners job role. develop and demonstrate a range of technical skills and behaviours that supports competence in the job roles stated above. This includes communication skills and managing time.

Course content

Learners are allocated a personal assessor who provide personal tutorial support and assessment at prearranged times. the qualification is tailored to suit the learner and employer by choosing most relevant optional units, which gives learners opportunity to:

 

  • develop and demonstrate technical and wider sector-related knowledge to underpin competence in the learners job role.
  • develop and demonstrate a range of technical skills and behaviours that supports competence in the job roles stated above. This includes communication skills, managing time, deal with customer requests and queries.
  • develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills
  • have existing skills recognised
  • achieve a nationally-recognised Level  3 qualification

 

The programme requires a selection of competency and knowledge based units.

 

Mandatory units:

  •  Organise and deliver customer service
  • Understand the c/s environment
  • Resolve problems
  • Principles of business
  • Manage personal and professional development

 

Optional units:

  • Develop resources to support consistent  customer service
  • Resolve complaints
  • Monitor the quality of customer service interactions
  • Buddy a colleague to develop their skills
  • Manage team performance

 

To complete the apprenticeship, the learner must also complete:

Functional skills for English, Maths and ICT at level 2.

Personal learning and thinking skills (PLTS) Employment rights and responsibilities (ERR)

Entry requirements

Candidates will complete an initial assessment to establish suitability. This is a work-oriented qualification aimed at people who have the scope to bring about permanent improvements in service delivery that benefit customers and the organisation for which they work. Candidates do not have to be in a role where they have direct line responsibility for people. The programme is suitable for job roles such as customer relationship manager, co-ordinator or team leader.

Assessment

This programme is delivered through a range of assessment methods including observations, discussions, case studies, knowledge questions and witness testimonies. The functional skills exams are online assessments, delivered in the work place. The principles units, will be taught in the classroom again, there are options for this, meeting employer and learner needs.

Financial information

If you are aged 16-18, tuition and registration fees are free. 
If you are aged 19 or over, tuition and registration fees are payable at the start of each year of study; please ask for details.
If you are aged 24 or over, you may be eligible for a Student Loan to assist with your fees; please ask for details.

Future opportunities

Diploma in Business Administration Level 4, Diploma in Business Administration Level 3, Diploma in 
Management Level 3.

How to apply

If you want to apply for this course, you will need to contact Basingstoke College of Technology directly.

Last updated date: 27 January 2016

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