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Customer Service Advanced Apprenticeship Level 3 at Hugh Baird College

Course description

Apprenticeships are very popular programmes designed by employers that provide paid work-experience, training and qualifications to people aged 16 and above.

An Apprenticeship framework comprises:

  • A work-based qualification (QCF), assessed in the workplace, demonstrating competence and practical skills linked to the job
  • A technical certificate, achieved at College, showing the theoretical principles and knowledge relevant to the job and other qualifications valued by employers such as:
    • Functional skills, which show competency in English, maths or I.C.T applied to the workplace
    • Employee Rights and Responsibilities (ERR)
    • Personal Learning and Thinking Skills (PLTS); they include creative thinking, independent enquiry, reflective learner, effective participator, self management and team working.

Course content

In the workplace, candidates must complete a work-related qualification based on the following units:

  • Demonstrate understanding of customer service
  • Demonstrate understanding of the rules that impact on improvements in customer service
  • Skills, knowledge and competences will be assessed in your workplace. It provides students with an opportunity to demonstrate the skills and knowledge needed for a career in customer service.
  • At College or in the workplace, candidates will study a Certificate in Customer Service at Level 3 which includes:
  • Principles of customer service delivery
  • Developing and improving the customer service process
  • Functional skills in maths and English at Level 2 are part of the course.

Entry requirements

Applicants must be aged 16 or over. They must be employed in a business setting for a minimum of 30 hours a week (including work and College). Ideally applicants should have at least 4 GCSEs at grade C or above, including maths, English, ICT or science. All applicants will be individually interviewed and assessed.

Financial information

Please contact the Business Development Team for further details:

  • Tel: 0800 046 7720
  • Email: enquiries-bdc@hughbaird.ac.uk

Some courses are fully or partially funded, depending upon individual circumstances.

Future opportunities

After you have successfully completed this course you could progress onto the NVQ level 4 in Customer Service, Management qualifications or an NVQ in another work-related area (eg. Administration, Contact Centre, IT)

How to apply

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

Last updated date: 27 April 2016
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Key information

Venues

  • More information
    • By train

      The Merseyrail Bootle Oriel Road station is only a two minute walk from the College campus. This station is on the Northern Line and offers easy access to the College from Liverpool, Crosby, Formby, Southport and other areas.

      By car

      Satellite navigation systems (Satnav) – please enter our postcode L20 7EW.

      The closest motorway junctions are the M58 1a/ M57 Junction 7 – 3.7 miles (6km). Then follow the A59 towards Liverpool for approximately ten minutes, turning right onto the A5058 at the first roundabout, which leads onto Balliol Road.

      By bus

      Students can also travel to College on regular bus services from Southport, Formby, Crosby, Old Roan, Maghull, Litherland, Netherton, Litherland, Queens Drive and Liverpool City Centre. 

      • From Southport: 47, 48, 48a, 300
      • From Formby and Southport: 47, 48, 48a
      • From Crosby: 47, 48, 48a, 54, 62, 62a, 62b
      • From Old Roan and Maghull: 55, 300
      • From Litherland: 53, 53a, 55, 59
      • From Netherton: 52, 52a, 58, 59
      • From Queens Drive: 60, 81
      • From Liverpool City Centre: 47, 48, 52, 52a, 53, 53a, 54, 55, 55d, 155, 300