Customer Service - Level 3 Apprenticeship
Customer Service - Level 3 Apprenticeship
Our Customer Service Level 3 apprenticeship is fully-funded, and is primarily designed for
those whose role is dedicated to customer service. Learners could be working in sales,
retail, administration, contact centres, health and social care and many other industries.
The Level 3 apprenticeship will take 24 months to complete.
Who is the apprenticeship for?
The apprenticeship can be used to recruit and train new staff to your organisation, with suitable roles including customer service assistants, customer service representatives, receptionists, customer relationship managers, coordinators and team leaders.
To be eligible for apprenticeship funding, the apprentice must be employed for more than 16 hours per week and based in Wales.
Course Delivery:
The apprenticeship can begin at any point in the year, and is delivered for groups and/or
individuals via a blended learning approach through Teams/Zoom/Skype as appropriate. The learners will typically have sessions and meetings with the tutor assessor every 3 to 4 weeks.
Assessment
As part of the apprenticeship, both the mandatory and optional units will be assessed as an evidence based e-portfolio, which will include knowledge and competency based activities. These can include work-based case studies, witness statements, observations, personal statements and knowledge questioning.
Mandatory units
- Understand the customer service environment
- Organise and deliver customer service
- Understand customers and customer retention
- Resolve customers' problems
- Principles of business
- Manage personal and professional development
Optional units
Your tutor/assessor will work with you to identify which optional units suit your role and responsibilities, you will need to complete 6-7. We recommend:
- Communicate verbally with customers
- Communicate with customers in writing
- Deal with incoming calls from customers
- Make telephone calls to customers
- Process information about customers
- Resolve customer service problems
- Use social media to deliver customer service
- Develop customer relationships
- Buyer behaviours in sales situations
- Resolve customer complaints
Benefits of the apprenticeship
- Flexible delivery options
- Fantastic CPD opportunity
- Successful learners are invited to our graduation ceremony
- Personal development
- Professional development
- Earn a recognised qualification
Essential Skills
Under the apprenticeship frameworks, learners will also be expected to complete essential skills:
- Essential Skills Application of Number
- Essential Skills Communication
- Essential Skills Digital Literacy
Our credentials
Our Customer Service apprenticeships are delivered by tutors/assessors who have exceptional experience in both the practical application of customer service methodology and in delivering tailored support to each individual employer
01792 284400
This course is listed in the following training categories:
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
Featured Course
This Highfield qualification is aimed at individuals who are, or intend to be food handlers working in catering and hospitality industries, food retail, manufacturing and Health and Social Care provisions.
It is also appropriate for those providing services to catering premises including pest control operators, maintenance engineers, cleaners and laundry and delivery personnel.
It is recommended that staff that prepare open high risk foods or handle food and have a supervisory role must have training to a level equivalent to a Level 2 in Food Safety within 3 months of starting work.
Benefits to the Learner Upon successful completion of the course students will:
· Attain an accredited qualification that complies with current relevant qualifications.
· The ability to apply the basic principles of HACCP
· An understanding of principles of food safety
· The ability to apply the knowledge gained from the course to their work