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Advanced Apprenticeship in Customer Service at The College of Animal Welfare

Course description

Awarded by City & Guilds, this qualification is ideal if you are working in a customer service role and have some responsibility for developing the quality of the customer service delivery. However, this does not mean you have to have direct line management responsibility for people.

This work-based/distance learning programme will not require you to come into College, instead one of our work-based learning assessors will visit you in your place of work to support and assess you at regular intervals throughout your qualification.

The knowledge you will gain from undertaking this qualification, alongside the practical experience you will be accumulating through employment or work experience, will enable you to do your job more effectively and boost your career prospects.

Course content

You will complete the following two mandatory units:

  • Demonstrate Understanding of Customer Service

• Demonstrate Understanding of the Rules that Impact on Improvements in Customer Service

You will then choose from a range of optional units to complete the qualification, these will be discussed with you at induction, examples include:

• Deliver Customer Service using Service Partnerships

  • Deliver Customer Service to Difficult Customers
  • Monitor and Solve Customer Service Problems

• Organise the Promotion of Additional Services or Products to Customers

  • Support Customer Service Improvements

• Implement Quality Improvements to Customer Service

You will also undertake Level 2 Functional Skills in Maths and English (unless exempt) and complete a Lantra Employment Rights and Responsibilities Workbook and Personal Learning and Thinking Skills.

Entry requirements

There are no formal academic entry requirements but you must be employed in a customer service environment (in a supervisory or managerial position) for a minimum of 30 hours per week and be earning at least the National Minimum Wage for apprentices. Unfortunately if you have a level 4 qualification or above (e.g. HNC/HND/Degree) you will not be eligible to undertake an apprenticeship.


You will complete a portfolio and pass work-based practical assessments.

Financial information

Please see our website for details.

Future opportunities

This qualification will be highly regarded by employers and will reflect your knowledge and, most importantly, your practical competence. This will put you in a strong position when applying for supervisory or managerial positions.

How to apply

If you want to apply for this course, you will need to contact The College of Animal Welfare directly.

Last updated date: 29 September 2014
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Key information


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    • Our Huntingdon Campus has great transport links for students who are coming by bus or train as it is within walking distance of both the bus and train station. For those travelling by car, main road access is excellent; being only half a mile away from the A14, a few miles from the A1 and just a few minutes away from Huntingdon town centre.

      The College features a practical skills room to enable students to practice their clinical skills, a fully-equipped library including IT access and wireless internet, parking, a state-of-the-art grooming suite, modern lecture rooms and relaxation areas.