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Customer Service Advanced Apprenticeship at Colchester Institute

Course description

This course is aimed at those who are already working in a customer service environment and those who would like to. Learners develop a more comprehensive range of customer service skills, including team supervision and project responsibility. Students will receive the relevant training required to work in an administrative role within a wide range of business settings.

The course is aimed at students aged 16 and over who wish to complete an Advanced Apprenticeship and are involved in Customer Service as their primary work. Level 3 learners will focus on developing their understanding of how customer service delivery affects customer expectations and how the customer service process can be improved through customer feedback and effective teamwork.

Course content

Customer Service Advanced Apprenticeship Units

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Principles of Business
  • Manage personal and professional development
  • Resolve customers’ problems
  • An additional 8/9 units can be chosen from a list of optional units.

Entry requirements

Candidates should be working in an customer service role, committed to study and be responsible for their own learning. It is necessary to attend an interview with the Work Based Learning team and to complete basic skills assessments in literacy and numeracy. You will be expected to have at least basic numeracy and literacy skills. Students must be employed in a suitable work placement providing customer service functions in a supervisory or senior role, and have successfully completed a relevant level 2 qualification.


This is a practical course where students are expected to provide evidence through workplace activities and guided assignment work. In addition to this, 3 exams will be required.

Future opportunities

Possible progression to a Level 4 or Management qualification.

How to apply

If you want to apply for this course, you will need to contact Colchester Institute directly.

Last updated date: 02 March 2016

Key information