Level 3 Customer Service Apprenticeship Framework

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?

Qualification Type Apprenticeship
Qualification Level Level 3
Course type Part Time


Customer Service Practitioners deliver high quality products and services to the customers of their organisation. Customer Service Practitioners influence the customer experience and their satisfaction with the organisation.

Our Apprentices learn and develop the knowledge and skills required to become competent and valued employees, enabling them to progress in their career.

As an Apprentice you will be employed and you will earn a wage from day one.  Apprenticeship training will take place every week, with attendance at the Avant training centre at least every four weeks.

You will undertake the BTEC Level 3 Diploma in Customer Service.

This qualification contains both knowledge and competence units, assessed through a combination of internal and external assessment.

The Knowledge units in this qualification can be externally assessed through an onscreen test or internally assessed through a portfolio of evidence depending on context.

The competence units in this qualification are assessed through an internally and externally quality assured portfolio made up of evidence gathered during the course of the learner’s work.

Competence units will also be practically assessed over time before the end point assessment is arranged and no earlier than the minimum duration of the Apprenticeship.  


You will undertake the following Mandatory Units:

  • Organise and Deliver Customer Service
  • Understand the Customer Service Environment
  • Resolve Customers Problems
  • Principles of Business
  • Understand Customers and Customer Retention
  • Manage Personal and Professional Development

Plus you will choose optional units

As part of the Apprenticeship, you will also be required to work towards English and Maths Functional Skills.  If you have already achieved GCSE Grade C and above or GCSE Level 4 and above, you will be exempt, otherwise you will work towards the level above that in which you have achieved.

How will it be delivered?

Training is delivered in Avant’s training centre, at the employers work place and online.

Entry requirements

  • Appropriate personal presentation including clothing, hair and personal hygiene.
  • Practical, organisational and social skills
  • Attention to detail
  • A good sense of humour/amicable nature and communication skills whether dealing face to face with customers or speaking over the telephone.
  • Reasonable level of literacy and numeracy is required
  • Interviews and initial assessments including diagnostics will be carried out with Avant before any Apprenticeship is confirmed.

Your next steps...

Level 4 Business Administration Apprenticeship or Level 4 Leadership and Management