Advanced Apprenticeship in Customer Service

Most learners joining the advanced level apprenticeship in customer service have some previous experience (and preferably a qualification) in customer service.  Your job will involve planning and decision making and you might be responsible for the supervision of other members of staff.

Entry Requirements

To undertake an advanced level apprenticeship you must be employed in a customer service job that allows you to plan and make decisions.  You need to work a minimum of 30 hours per week.  If you already have a job, and your employer agrees, you can join an apprenticeship.  If you are seeking employment in customer service you can find your own Employer or apply for a job through the apprenticeship vacancies service.   All apprentices need to have contract of employment and earn at least the the national minimum wage for apprentices

There are no mandatory entry requirements for this apprenticeship framework. However, you should have a keen interest in providing excellent customer service and working as part of a team. You might have already completed an intermediate level apprenticeship in customer service or an intermediate level apprenticeship from another area of work, e.g. business administration, hospitality or retail.  If you do not  have any prior experience in a customer service job role may be better suited to the intermediate level apprenticeship in customer service.

Length of Course/Start Date

The course normally lasts 12 months.  You can start the programme at any time of the year.

Contents of the programme

On the advanced level apprenticeship in customer service you will study for the following qualifications:

  • OCR Level 3 Diploma in Customer Service
  • Functional Skills in English and Maths Level 2.

Other non-certificates components of the programme include:

  • Induction to apprenticeship
  • Employment Rights and Responsibilities
  • Personal Learning and Thinking Skills
  • Be Safe! (health and safety)

Attendance 

You will need to attend Badgehurst Training Ltd’s Centre for your induction (introduction) to apprenticeship and for some support sessions, including functional skills.  Otherwise you will develop your skills and knowledge through a combination of on-job training in the work place and through independent study.  One of our Training Officers will visit you regularly in your work place to provide support, deliver training, set targets and carry out assessment.

Assessment

We use a range of assessment methods on this programme, including observation of practical performance (in the workplace), questioning, assignments, case studies, witness statements, tasks and tests.

Progression and Employment Opportunities

Once you have completed the advanced level apprenticeship in customer service, with support and opportunities in the workplace,  you could be able to to 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.