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Customer Service Level 3 Apprenticeship at Kent Training & Apprenticeships

Course description

This Apprenticeship will help you develop skills and knowledge to provide a professional and effective supervisory role in a customer service environment.

As part of your Apprenticeship you will work as part of a team and may lead on specific aspects, to provide professional and effective customer service.

Course content

You will work towards the achievement of the Level 3 Diploma in Customer Service, this includes technical knowledge and embeds Personal Learning and Thinking Skills.

All Apprentices complete an e-portfolio to demonstrate competence and knowledge.

Units cover the theory and general practices of customer service as well as self-development, topics include:

•Organise and deliver customer service

•Understand the customer service environment

•Understand customers and customer retention

•Resolve customers’ problems

•Principles of business

•Manage personal and professional development


Functional Skills at Level 2, for both maths, English are a required component of the Apprenticeship. These are exam based and course work is delivered by a combination of remote assessment and one to one support.

A unit in Employee Rights and Responsibilities will also be a requirement of the Apprenticeship. Achievement of this develops the understanding of aspects around employment, legislation, which relate to the work in this area.

It is expected you will achieve this programme within 15 months.

Entry requirements

We require all prospective candidates to take an initial assessment of Literacy and Numeracy. You will be required to have an interview to ensure that the programme is the right one for you.


All Apprentices will have direct observation within the work place, by their assessor to enable them to collate evidence and show competency.

All Apprentices be expected to self-study, collect case histories and information to provide evidence specific to the job role.

Financial information

The national minimum wage for apprentices is £2.73 per hour. Some employers will pay more and some will pay travel expenses.

How to apply

You can apply for this course through UCAS Progress. Add this course to your favourites so you can start making an application.

Last updated date: 29 January 2015
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