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Contact Centre Operations Level 3 Advanced Apprenticeship at Amersham and Wycombe College

Course description

If you are over the age of 16, an Advanced Apprenticeship allows you to gain a nationally recognised qualification whilst working in paid employment. The programme will last between 15 and 18 months and to commence the Advanced Apprenticeship you will have experience of working in a contact centre environment and have some responsibility in your position.

Course content

The apprenticeship framework comprises of a number of different elements:

Level 3 Certificate in Contact Centre Operations
You will complete a supporting qualification to ensure you have the required knowledge to work in your chosen sector. For this part of your programme you will complete a number of assignments.

Learners must achieve a minimum of 16 credits.

Level 3 NVQ Diploma in Contact Centre Operations

Learners must achieve a minimum of 42 credits as follows:
Mandatory units
• Comply with health and safety procedures in a contact centre – 2 credits
• Develop personal and organisational effectiveness in a contact centre environment – 4 credits

Plus a further 36 credits from the optional units listed in the standards.

Functional Skills

If you do not have the relevant GCSE grades in Maths and English, you will complete a total of two functional skills which will be assessed in the workplace and you may be required to take an exam depending on your current qualifications in:
• English Level 2
• Maths Level 2

You will also achieve Personal Learning and Thinking skills and Employer Rights and responsibilities which will be embedded into the qualifications above.

On completion of the above elements above you will be accredited with an Apprenticeship Certificate.

Entry requirements

You will need to be employed for at least 30 hours per week in the vocational area you wish to complete your advanced apprenticeship in. You must not hold a level 4 or higher qualification.


You will be allocated a college assessor who will visit you in your place of work and help you to develop a portfolio of evidence. This portfolio will show how you have met the competence as set out in your Advanced Apprenticeship framework.

Future opportunities

Your Advanced Apprenticeship Qualification may enable you to progress to the following qualifications and you may be able to gain credit for the work you have already done.
• NVQ Diplomas Contact Centre/Customer Service/Administration Level 4
• Management NVQ Levels 3 and 5
• Foundation Degree


How to apply

If you want to apply for this course, you will need to contact Amersham and Wycombe College directly.

Last updated date: 18 January 2016
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