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Customer Service Level 3 Advanced Apprenticeship

There are a number of components that make up a Customer Service Advanced Apprenticeship. Here you will find an outline of the qualifications you will achieve and the units and vocational areas you will cover throughout your training as well as other important information such as timescales, funding and what this qualification can lead to.


Advanced Apprenticeship in Customer Service, which includes:

  • NVQ Level 3 Diploma in Customer Service
  • Technical Certificate – Level 3 Certificate in Customer Service
  • Functional Skills Maths Level 2
  • Functional Skills English Level 2
  • Employment Rights and Responsibilities


The apprenticeship is made up of mandatory units which cover the essential skills required for working in a customer service environment, such as the principles of effective customer service and how to make improvements to customer service provision. There are then a variety of optional units to choose from which focus on the specific tasks you carry out within your role which could include:

  • Impression and Image

  • Delivery of effective customer service

  • Handling customer service problems

  • Developing and improving customer service

How Much Does It Cost?

About The Training

Assessment method: There are various methods available that can be tailored to suit your needs, such as:

  • Observation
  • Examination of case history
  • Product evidence
  • Witness testimony
  • Questioning

All teaching, learning and assessment for the qualification will take place in the workplace. There is no requirement to attend college.

Want More Detailed Information?

View the NVQ standards here.

View the Technical Certificate standards here.

What About The Future?

Advanced apprentices, with support and opportunities in the workplace, can progress onto:

  • a Higher Level Apprenticeship programme in Contact Centre Management, Business & Professional Administration or Leadership & Management
  • further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality
  • a range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes
  • a range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management.
  • With additional training, Advanced Apprentices may be able to progress in their careers to roles including senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.

Further Information

Entry requirements: You must be employed in a customer service environment carrying out customer service tasks for at least 16 hours per week.

Progression into this Advanced Apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic and work related experiences of apprentices. Learners may also progress into the Advanced Apprenticeship without prior qualifications.

Most learners progressing into the Customer Service Advanced Apprenticeship have some prior experience in a customer service job role, although this is not a formal requirement. Learners who do not have any prior experience in a customer service job role may be better suited to the Customer Service Intermediate Apprenticeship, although all individuals will be judged on their own merits, experiences and capabilities.

Getting Started

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The new apprenticeship levy on employers will be introduced in April 2017 and will help fund employer apprenticeship schemes and reach the target of delivering three million apprenticeships by 2020.

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