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Customer Service Advanced apprenticeship - level 3 at Dudley College

Course description

The aims of this apprenticeship is to provide apprentices working within a senior customer service role with the skills required. These skills may include, improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service

Course content

Delivered as an apprenticeship framework, learners will achieve a Level 3 Diploma in Customer Service, any learner who does not currently hold a GCSE/O level grade A-D in English, ICT and maths learners will undertake an equivalent Level 1 Functional Skills qualification.

The course content is tailor made to the needs of the apprentice and the employer, but will contain elements such as: Communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, using software/office equipment to communicate, keeping records,promoting continuous improvment gathering and analysing customer feedback and leading a team.

Entry requirements

Customer Service level 2
Learners must be contracted to work a minimum of 30 hours per week in a business related job role.
Prior to enrolment learners must complete BKSB initial assessments and achieve a satisfactory level


Learners will develop a portfolio of work-based evidence to satisfy their Level 2 Diploma.
Multiple-choice exams
Assessments in the work place
Functional skills are achieved by external testing

Future opportunities

Apprentices, with support and opportunities in the workplace, can progress onto: a Higher Level Apprenticeship programme in Business & Professional Administration or Leadership & Management

How to apply

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

Last updated date: 15 February 2017
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Key information

  • Start date: Next September
  • Duration: 2 years
  • Course code: PACCWB00112
  • Web url:

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