Advanced Apprenticeship in Customer Service

Business, Administration and Law

Business, Administration and Law
Business, Administration and Law
We are only accepting one application per candidate.

What will you be working towards?

Alternative Title Customer Service
Code CS3
Qualification Type Apprenticeship
Qualification Level Level 3
Course type Part Time


This Apprenticeship teaches you the skills to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.

Good customer service is key to the success of any business or organisation. It’s one of those useful skills that’s found all over the place and covers all the extras that make a customer’s experience better.


As a customer service apprentice, you’ll probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases you’ll be making sure that customers are dealt with in a positive, reliable and pleasant way – whether that’s by offering advice, answering questions or handling complaints.

To properly assist customers, you’ll need clear and up-to-date knowledge of your organisation’s products and services. You’ll also need to be able to communicate with all sorts of people.

Completing this Apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so it’s a very good way to move forward, even if you’re still undecided about your future career.



  • Customer Service Manager
  • Customer Relations Co-Ordinator
  • Sales Team Leader



The Intermediate Apprenticeship in Customer Service consists of the following:

  • Level 3 NVQ Diploma in Customer Service (QCF)
  • Level 2 Functional Skills in Application of Number
  • Level 2 Functional Skills in Communication
  • Employment Rights and Responsibilities Booklet

You may be exempt from some of the above depending on previous qualifications.

How will it be delivered?

As an Apprenticeship is work based learning you will spend the majority of your time with the employer. You will have contact with your assessor whilst at work and they will come to see you in the work place every 4-8 weeks to do reviews. You will also attend half day training sessions at the Training Centre where you will work on your knowledge based qualifications.

Entry requirements

If you are someone who is confident, friendly and gets on well with people then customer service could be perfect for you. No formal qualifications are required but you must have the ability to complete the QCF (NVQ) and Functional Skills (if applicable).

Your next steps...

Opportunity to go onto an Advanced Apprenticeship and the possibility to gain permanent employment.