• Course Information

    An Apprenticeship in Customer Service equips you with the skills to deliver excellent customer service which will serve you well in virtually any industry. The service industry sector is vast and most customer service apprentices work in retail, financial services, call centres, hospitality and recreation.

    • Course Code
    • Validated By
      City & Guilds
    • Attendance Pattern
    • Course Level
      Level 3
    • Study Mode
    • Course Location
      work based
    • Age Group
      Adults (19+)
      School Leavers (16-18)
    • Course Duration
      15 +4 End Point Assessment (EPA) months
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  • Overview

    As a Customer Service Apprentice it’s most likely that you will work at the front end of an employer’s business activities and regularly assist customers. You will need clear up-to-date knowledge of your organisations products and services. You will also need to be able to communicate effectively with all sorts of people.

    Course Content for the Level 3 Customer Service Apprenticeship

    • NVQ – City and Guilds NVQ Level 3 Diploma in Customer Service.
    • Technical Certificate – City and Guilds Level 3 Certificate in Customer Service.
    • Key Skills/Functional Skills – prior learning will be assessed and Apprentices supported to work towards the correct level of literacy and numeracy if required.

    The NVQ requires the completion of 42 credits, the following units mandatory:

    • demonstrate understanding of customer service.
    • demonstrate understanding of the rules that impact on improvements in customer service.

    The remaining credits are chosen from a wide range of options covering a wide range of customer service topics which can be geared to the needs of the employer.

  • Entry Requirements

    4 x GCSE A*-D / 9-3 including GCSE English at A*-C / 9-4 and Maths at A*-D / 9-3 or equivalent.

    Please note that employers may stipulate higher entry requirements than those listed and should therefore be treated as the minimum entry criteria. However, if you do not currently meet the entry requirements for the apprenticeship you wish to apply for, you may also be considered based on related subject qualifications and/or life/work experience or upon successfully achieving the required Basic and Key Skill Builder (BKSB) results.

    Should you not hold GCSE English at A*-C / 9-4 and / or Maths at A*-D / 9-3 or equivalent you may have the opportunity to complete a functional skills course alongside your apprenticeship. Suitability will be determined following an initial assessment and diagnostic. Your programme duration may be extended to allow for functional skills.

    All information correct at the time of publication but could be subject to change.

  • How will I be assessed?

    Apprentices will build a portfolio of evidence containing examples of work-based evidence and observations. This will confirm competence and knowledge and will include:

    • personal statements
    • photographs
    • assessor observations
    • testimonies from colleagues
    • evidence of questioning or discussions.

    Each Apprentice will be allocated a qualified work-based assessor from Runshaw College who will assess their practical skills and competence in the workplace. Following theory input Apprentices are required to complete written tests and assignments for the Technical Certificate.

    There will be assignments and tests related to Key Skills/Functional Skills if required.

  • Employer Requirements

    Employers must be prepared to work with their Apprentices to develop their knowledge and skills by providing a wide range of learning and training opportunities. They must also be prepared to allow them to attend College sessions at the agreed times. Employers are also expected to encourage Apprentices to research their chosen vocation and to support any work experience that will benefit the Apprentice to come up to a supervisory level of competence.

  • Progression Pathway
    • Progression can be to higher education such as a Foundation Degree.
    • Learners can diversify into a different occupational area such as Business Administration, IT User or Team Building to further build on their skills learnt.
  • Attendance & Support

    Runshaw College believes that attendance and punctuality are key factors in the timely success of an apprenticeship. Apprentices are accepted on the basis that they will have a high level of attendance at college (if applicable) and in the workplace. Persistent or regular absenteeism is a disciplinary offence and may lead to dismissal from the programme.

    Runshaw apprentices will be offered support and be encouraged to develop the ability to work on their own and as team players. We expect our apprentices to show enthusiasm and the motivation to reach and exceed their goals.

    It is important to maintain time keeping and attendance for both college (if applicable) and workplace sessions to ensure learners remain on target.

  • National Careers Service

    For guidance about what careers subjects can lead on to please follow this link to the National Careers Service.