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Apprenticeship Framework in Customer

Service Level 3

The Level 3 Apprenticeship in Customer Service is for learners who work in, or who want to work in customer service in roles such as Customer Relationship Manager, Customer Support Officer, Customer Service Team Leader and Customer Service Supervisor.

Mandatory units for Level 3 Diploma in Customer Service:

- Organise and deliver customer service

- Understand the customer service environment

- Understand customers and customer retention

- Principles of business

- Manage personal and professional development

- Resolve customers' problems

Further credits must be achieved from a range of mandatory and optional units.

Functional Skills:

Functional Skills are skills that are needed in a range of activities in education and training, work and life in general. For this framework, you will be required to achieve the following:

- Mathematics Level 2

- English Level 2

Successful completion of these Functional Skills is essential to complete the framework.

Earnings:

The National Minimum Wage for an Apprentice is £3.40 per hour - however most employers tend to pay significantly above this rate. As skills develop many employers tend to increase wages.

The hourly rate is paid for time working in the workplace and training both on and off the job including College time.

Apprentices aged 19 years or over who have already spent a year on an apprenticeship must be paid at least the full National Minimum Wage appropriate to their age:

- 18-20 years £5.55 per hour (increasing to £5.60 April 2017)

- 21 -24 years £6.95 per hour (increasing to £7.05 April 2017)

- 25 and over £7.20 per hour (increasing to £7.50 April 2017)

Holidays:

Holidays will be agreed with the employer. The minimum entitlement is 20 days per year plus Bank Holidays.

On completion of this qualification candidates may progress into employment or to the following qualifications: Level 4 Apprenticeship in Business Administration, or a Management Apprenticeship. They will be qualified to work in more senior customer facing roles in a variety of domains including contact centres, sales, social media, team leading, administration, retail etc.

What the course leads to

On completion of this qualification candidates may progress into employment or to the following qualifications: Level 4 Apprenticeship in Business Administration, or a Management Apprenticeship. They will be qualified to work in more senior customer facing roles in a variety of domains including contact centres, sales, social media, team leading, administration, retail etc.

Qualification(s)

Entry Requirements

When the course runs

Are you an employer? Get in touch!

Are you an employer with a question? 

  • Are you looking to recruit a new apprentice?
  • Do you have an employee wishing to start an apprenticeship?
  • Would you like to upskill any of your existing employees? 

Contact our specialised apprenticeship team at the College, using the simple equiry form below. 
Alternatively, you can contact the team directly on 01512523293

What's on offer at The City of Liverpool College

What's on offer at The City of Liverpool College

Disclaimer

Course Bundle Lookup

Course bundles are designed for 16 - 18 year olds only.

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