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Contact Centre Operations Advanced Apprenticeship Level 3 at Bedford College

Course description

Whatever contact centre you might work in, you will be learning and understanding the key concepts of contact centre operations, customer service and how to apply this knowledge and skills in the workplace. Now that you are looking to join an Advanced Apprenticeship programme, these skills could involve higher levels of technical skills to operate the communication technology, higher levels of knowledge and skills needed to navigate software, problem solving, improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.

Entry requirements

You will have an initial assessment, which is a chance for you to demonstrate your skills and abilities. Your programme will then be tailored to you based on your prior knowledge and experience.

You must have a keen interest in working in a Contact Centre environment and enjoy talking to people. Employers will also expect you to understand the importance of having excellent communication skills, a positive approach towards problem solving, basic numeracy and literacy skills and a willingness to work flexibly according to their requirements.

You will also be expected to have some prior experience in a contact centre or customer service role, although this is not a formal requirement.


You will be assessed through various methods including observation, professional discussion, Q&A, case studies and witness testimony.

Future opportunities

On successful completion of this Apprenticeship you could move on to a Higher Level programme such as:

  • the Level 4 Higher Apprenticeship in Contact Centre Operations Management
  • a Higher Apprenticeship in Business & Professional Administration or Leadership & Management
  • further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centre Operations or Business Management
  • a range of Customer Service, Contact Centre, Sales, Business related and other undergraduate programmes
  • a range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centre Operations or a Foundation Degree in Customer Service and Contact Centre Management.


With additional training, you may be able to progress in your careers to roles including: Resource Scheduling Manager, Senior Planner, Team Manager, Key Account Manager, Senior Contact Centre Manager and a range of other senior contact centre and customer service related roles.

Further information

There are two delivery models available for this framework:

  1. Delivered in the workplace apart from functional skills (if required) for which college attendance will be required for two hours each week and for exams.
  2. Workplace assessment plus college attendance one day per week for underpinning knowledge and functional skills (if required).

How to apply

If you want to apply for this course, you will need to contact Bedford College directly.

Last updated date: 05 February 2016
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