Accessibility links

Advanced Apprenticeship in Customer Service at SBC Training

Course description

This course is for people who would like to develop skills that will enable them to influence what happens at work by using the organisations rules and systems flexibly to deliver good customer service. Learners should have the scope to bring about permanent improvements in the service delivery that benefit both the organisation and the customers whom they serve.


Course content

Knowledge Based – Level 3 Certificate in Customer Service This qualification provides in-depth knowledge and Customer Service theories.

Competence Based - Level 3 NVQ Diploma in Customer Service This qualification helps to put knowledge into practice to improve performance in the workplace.

Functional Skills in English and Maths will be integrated into the programme to provide support to ensure that key skills are at the appropriate level to take the job forward.

CFA ‘Employment Rights and Responsibilities’ Workbook

Completion of the workbook will enhance learner’s knowledge and understanding of Employment Law, Health & Safety, Equality & Diversity, roles and responsibilities.

Future opportunities

The assessor will discuss what ‘next steps’ options are available. These will be tailored to requirements and will outline opportunities to progress training and career further. Options available through SBC Training include:

  • Advanced Apprenticeship in Customer Service
  • Level 3 NVQ Certificate in Management
  • Advanced Apprenticeship in Management

Other opportunities available for progression to Higher Education include:

  • Foundation Degrees in; Contact Centres; Retail Management; Business Management and Hospitality
  • Undergraduate programmes in; Customer Service; Contact Centres; Sales and Business

Further information

Following enrolment, learners engage in a blended programme of training and support that will include attendance at group training sessions, on a day release basis, self-directed learning and face to face support from their personal tutor. It would be helpful but not essential if learners have access to a computer and the internet.

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: 20 May 2014
Provider logo

Key information

  • Start date: Throughout the year
  • Duration: The length of the programme will differ depending on learner experience and workplace opportunities available, however, fifteen months is the target for completion
  • Web url: