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Customer Service - Level 3 Advanced Apprenticeship at Vision West Nottinghamshire College

Course description

Your advanced apprenticeship relates to a supervisory role of providing a service to customers and providing improvements for the benefit of customers and the organisation.

During your advanced apprenticeship you will:

  • Organise and deliver customer service
  • Understand the customer service environment
  • Resolve customers’ problems
  • Principles of business
  • Understand customers and customer retention
  • Manage personal and professional development

Course content

As part of your advanced apprenticeship you will cover the following:

  • BTEC Level 3 Diploma in Customer Service 
  • Functional skills Level 2 in maths
  • Functional skills Level 2 in English

Entry requirements

You will need to be aged 16 years and over and in a senior position or undertaking duties of a supervisory nature to apply for the Level 3 Customer Service programme. As this is a work-based qualification you must be employed and working a minimum of 16 hours per week.

The applicant will undertake a diagnostic assessment at Level 2 for both maths and English and a free writing exercise prior to enrolment. You will be required to achieve a score of 50% or above in both subjects to ensure a place on the apprenticeship programme.

If you have passed maths and English GCSE with a grade A* to C or functional/key skills at Level 2, you will be required to evidence this with certificate/s which will then result in exemption from undertaking the maths and English functional skill qualification within the apprenticeship framework.

Assessment

You are required to produce a portfolio of evidence on our online e-portfolio, which will contain a variety of assessments covering the criteria stipulated by the awarding body to cover the BTEC Level 3 Diploma in Customer Service (QCF).
Assessments may include:

  • Observations held in the working environment
  • Reflective accounts
  • Witness statements
  • Activity based work books
  • Work products

Assessments will be planned with an assessor prior to the assessment taking place.
You will be required to complete an online test for both functional skills elements.

Future opportunities

You will be able to demonstrate effective supervisory skills in job positions such as call centre operator, junior manager or supervisor and you will have knowledge on how your organisation works, what it does and where you fit into the operation.

You will be aware of the wider laws and regulations which are set outside of your organisation and how they apply to you and your job. You will give customers a positive impression of yourself and your organisation.

How to apply

If you want to apply for this course, you will need to contact Vision West Nottinghamshire College directly.

Last updated date: 13 December 2016

Key information

Venues

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    • Our main campus at Derby Road has seen big changes as part of a £40 million redevelopment across the college. Home to our largest cohort of students, the campus is made up of dedicated study zones for curriculum areas; equipped with the latest facilities and state-of-the-art technology which ensures our students become work-ready.

      The campus is also home to our commercial venues, Butterflies Day Nursery, a 150-seat theatre, fine dining restaurant and hair and beauty salon and spa; giving students the opportunity to gain the practical skills needed for employment.

      Vision University Centre, which offers university-level education to the people of Mansfield and Ashfield is also based here.