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Customer Service Advanced Apprenticeship at Bromley College of Further & Higher Education

Course description

This Apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.

Good customer service is key to the success of any business or organisation. It’s one of those useful skills that’s found all over the place and covers all the extras that make a customer’s experience better.

As a customer service apprentice, you’ll probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases you’ll be making sure that customers are dealt with in a positive, reliable and pleasant way – whether that’s by offering advice, answering questions or handling complaints.

To properly assist customers, you’ll need clear and up-to-date knowledge of your organisation’s products and services. You’ll also need to be able to communicate with all sorts of people.

Completing this Apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so it’s a very good way to move forward, even if you’re still undecided about your future career.

Course content

Qualifications and Units

NVQ Customer Service level 3 Diploma

Level 3 certificate in Customer Service 

Level 2 functional skills in English and maths


Mandatory Units

  • Demonstrate understanding of customer service.
  • Demonstrate understanding of the rules that impact on improvements in customer service
  • Planning for self-development in customer service
  • Providing excellent customer service 
  • Improving customer service

Examples of optional units

  • Make Customer Service personal
  • Organise the delivery of reliable Customer Service
  • Improve the customer relationship
  • Monitor and solve Customer Service problems
  • Work with others to improve Customer Service


Functional Skills

Functional Skills in Communication

Functional Skills in Mathematics


Employment Rights and Responsibilities (ERR)

Knowledge  and understanding of  the range of employer and employee statutory rights and responsibilities under Employment Law..

Through an ERR workbook

Personal Learning and Thinking Skills

Essential skills for Customer Service apprentices

Personal Learning and Thinking Skills are mapped into the qualifications within the Apprenticeship.


Entry requirements

Level 1 maths and English

Initial Assessment

Training providers and employers will use initial assessment to identify prior learning and experience so that they can tailor the Apprentice’s Individual Learning Plan only.

Employers may use a separate interview or application process to assess an individual’s suitability for employment with the health.

Initial assessments will be completed by the college at Initial advise and guidance stage.


  • Remote, online or workshops
  • Workplace assessment,

Financial information

To enrol onto this Apprenticeship, potential apprentices will need a contract of employment, working  in a relevant electrical role for at least 30 hours a week and also be paid the National Apprenticeship minimum wage or above (£2.73 per hour).

Future opportunities

After successfully completing this Advanced level Apprenticeship you will be able to work in roles such as Senior Customer Service personnel and supervisors.

Job roles suitable for

Customer Relationship Manager/Co-ordinator/Team Leader

Further information

Apprenticeships are now seen as valuable as degrees, combining both the practical skills and theoretical knowledge needed to succeed in the workplace and your chosen career.  Some of the main benefits for apprentices include:

  • Earn a salary
  • Receive on the job training
  • Gain a national recognised and industry standard qualification
  • Learn job specific skills
  • Get paid holidays
  • Great prospects

How to apply

If you want to apply for this course, you will need to contact Bromley College of Further & Higher Education directly.

Last updated date: 09 February 2016
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