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Contact Centre Operations Apprenticeship Level 3 at St Helens College

Course description

Customer service is required within a range of businesses from retail, to hospitality and leisure. You'll work to provide an excellent experience for clients and will often be customers' first point of contact to resolve any queries or complaints.

What is an Apprenticeship?

Apprenticeships combine practical on-the-job training with work related qualifications for those aged 16 or above, living in England.

Apprentices will gain a good technical knowledge base of the sector as a whole and, combined with real, practical, work experience, will gain competency in the workplace and the development of transferable skills.

Course content

Who is this Apprenticeship suitable for?

This apprenticeship is suitable for those who are currently working within this sector or looking to gain employment within this sector as a Sales Team Leader, Customer Services Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst, and Contact Centre Manager.

What type of work will I do and what qualifications will I gain?

Although apprenticeships will vary depending on your entry level and your employer, you will gain a range of skills from the varying tasks you complete, these could include:

  • Complying with health and safety procedures in a contact centre
  • Improving personal effectiveness at work in a contact centre
  • Using systems and technology during customer contact
  • Delivering customer service through a contact centre

You will also gain the following qualifications:

  • Competence Qualification - Level 3 NVQ Certificate in Contact Centre Operations (Edexcel)
  • Knowledge Qualifications - Level 3 Certificate in Contact Centre Operations
  • Level 2 Functional Skills Maths (NCFE)
  • Level 2 Functional Skills English (NCFE)

What skills and qualities will I need for this apprenticeship?

  • The ability to follow instructions but to also use your own initiative
  • Strong communication skills
  • The ability to develop good relationships with others
  • Flexible and adaptable
  • Punctual
  • The ability to remain calm under pressure
  • Comfortable dealing with difficult situations, such as receiving complaints
  • A positive approach
  • A willingness to develop your skills and knowledge

Entry requirements

This is dependent on your employer and on the level of the apprenticeship you apply for.

You will normally need at least grade C or above in your English and maths GCSEs. If you don't have these, don't worry. You can work towards your functional skills in English and maths alongside your apprenticeship training at St Helens College.


As an apprentice, you will be assigned an assessor, who will visit you in the workplace to observe the tasks you complete. You will also complete a number of relevant work-related modules at the College. All of which will contribute to the overall success of your apprenticeship.

Financial information

How much will I earn?

With an apprenticeship you will earn while you learn. You are entitled to the National Minimum Wage. As of 1st October 2015, this is £3.30 an hour for 16 to 18 year olds. 

Future opportunities

Upon successful completion of your apprenticeship you could progress onto the next level of study or you could go onto secure a permanent job with your current employer.

Further information

How long will this apprenticeship take to complete?

Depending on the level you enter and the employer you work for, an apprenticeship can vary in duration, from one year to four years.

The average duration of this apprenticeship is 18 months. This will be discussed and confirmed with each individual apprentice after initial advice and guidance and initial assessments are completed.

How does an employer benefit from this apprenticeship?

This apprenticeship has been developed by employers and providers to meet the needs of both small and medium size enterprises as well as larger organisations.

This is in response to the increasing demand for highly skilled employees in a wide range of organisations and to up skill the existing workforce to meet their skills priorities.

How to apply

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

Last updated date: 01 September 2016

Key information