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Customer Service Level 3 Apprenticeship at Reading College

Course description

This programme further develops your understanding of customer service expectations.

You learn how the customer service process can be developed and improved through feedback, products and services, and effective teamwork.

The qualifications awarded are:

• City & Guilds Level 3 NVQ Diploma in Customer Service
• Level 3 Certificate in Customer Service 
• Key skills and ERR

You also improve the wider skills vital for success in further study or employment. These include self-confidence, speaking in front of others, working with others, taking responsibility and managing your time. You develop yourself professionally, and your employer benefits from the training you receive.

Course content

You cover the Level 3 NVQ Diploma in Customer Service, completing approximately 7 units to a credit value of 42. This includes: 
• demonstrate understanding of customer service
• demonstrate understanding of the rules that impact on improvements in customer service 
• deal with customers in writing 
• organise the delivery of reliable customer service

You also do the Level 3 Certificate in Customer Service, which covers the knowledge. This comprises of the following 2 mandatory units which compliment the NVQ units above: 
• principles of customer service delivery 
• developing and improving the customer service process

In addition to this you study key skills in English and maths at Level 2, and Employer Rights and Responsibilities.

Individual learning targets are set at the beginning of the programme. You receive regular feedback on your progress throughout, and formal assessment is through assignments. 

The technical certificate is assessed through two assignments, and the key skills are assessed by an external exam. You will have regular meetings with your assessor where targets will be reviewed.

You learn the knowledge elements of the award through directed study and one-to-one drop-ins with your assessor, and these may include practical sessions. You will work on your key skills and ERR as part of this learning. 

A strong emphasis is placed on work-based learning for some of your time, with a qualified experienced assessor planning assessments with you in the workplace.

Entry requirements

Upon application you will be invited in for an interview and an initial assessment to make sure that the course is right for you. There are no other restrictions to becoming an apprentice except that you need to be over the age of 16 and to have been settled in the UK for at least the past three years.

You need to be working for at least 30 hours per week in a customer service environment before you enrol on the programme.

Ideally you will have GCSEs at grade C and above.

You will need your employer's agreement to apply for this programme, as it is a work-based qualification.

Future opportunities

On successful completion of the apprenticeship you can progress to a variety of different areas and levels, including Level 4 programmes in customer service.

How to apply

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

Last updated date: 12 September 2016
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    • BY RAIL

      Reading train station is a 20 minute walk from the College.

      Travelling from surrounding areas: there are direct lines from many local stations including: Didcot, Slough, Maidenhead, Wokingham, Basingstoke, Newbury, Pangbourne, Twyford and Earley.

      Travelling from London: there are regular trains from London Paddington to Reading taking 25-30 minutes.

      BY BUS

      There are regular bus services that stop along Kings Road:

      Reading Buses - routes 13, 14, 17
      Please Note: Reading buses require the exact fare.

      Arriva - routes 800, 850
      First Group - route 190
      Thames Travel - routes 126, 127

      In partnership with Reading Buses, students can get a weekly Travelcard at a reduced rate by showing the driver their student ID card.

      The Green Bus will be operating two new bus services from September 2014 for Reading College students.

      Service RC1 and RC2 will run once daily according to an agreed timetable on 175 days of each academic year connecting the college with Slough, Maidenhead and the areas in between.