Contact Centre Operations Level 3 (Apprenticeship)


Contact Centre Operations Level 3 (Apprenticeship)

Course Overview: 

Covering all the essential knowledge and skills required for a successful career in contact centre operations, this qualification is ideal for those who are able to access workplace-based qualifications. 
Level 3 will suit you if you are working in a contact centre and have some relevant knowledge and skills, usually from a role where you are either in a management role or wanting to develop your skills for management opportunities.

Fully funded subject to eligibility criteria
The apprenticeship at Level 3 consists of the Following qualifications;
1 City and Guilds Level 3 Certificate In Contact Centre Operations.
2 Technical Certificate level 3 in the principals of Contact Centre Operations.
3  Essential skills Wales Communication Level2 and Application of number Level 2

Course Delivery: 

There will be an induction day prior day prior to the course commencing. The induction will include enrolment to City and Guilds and Gower College Swansea.

The programme will be delivered through a series of tutor led taught sessions and assessments in the workplace.. The Essential Skills programme consists of controlled tasks and confirmatory tasks which will be taken under exam conditions.   
The course is continually assessed over an 18 month period and is certified via City and Guilds

Course Structure
1.    Improve personal effectiveness at work in a contact centre
2.    Comply with health and safety procedures in a contact centre

  1. Supervise customer service activities in a contact centre team
  2. Contribute to performance management in a contact centre
  3. Buddy a colleague to develop customer service skills
  4. Using email
  5. Lead a team to improve customer service
Progression Opportunities: 

ILM Management Level 3 or 5

Additional Information: 

Benefits to the Learner

  • High Quality National and Industry recognised qualification.
  • Potential career progression

Benefits to the employer

  •  Learning and qualifications with Government backed funding
  • Minimal disruption from the workplace
  • A better skilled workforce
  • Motivated employees 

Our Credentials
The faculty is represented by tutors/assessors who have previously worked in a Contact Centre and are fully qualified in their fields.


01792 284400

GCS Training is a part of Gower College Swansea


Quality teaching means quality results.


Competitive pricing and no VAT.


Extensive course portfolio with consultancy and bespoke options.

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Call us on: 01792 284400.


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Customer Feedback

“The Regional Training Agency seeks to provide relevant, practical and professional high quality training for support staff in schools.  Working in association with GCS Training has meant we’ve been able to offer hands-on training in the workshop, for site staff wishing to improve their practical skills.  The facilities and training were excellent, and received outstanding evaluations from our delegates.  We’re thrilled with the result and look forward to working with GCS Training at Gower College Swansea again in the future. ”
Jemima Malam | Regional Training Agency