Apprenticeship Framework in Customer Service Level 3

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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.


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