Customer Service Level 3 Advanced Apprenticeship

Customer Service Level 3 Advanced Apprenticeship

Apprentice Location: Workplace
Type: Work Based
Awarding Body: City & Guilds
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Course Details

This course is relevant to employment in all industries. Jobs might include Customer Relationship Manager, Customer Service Delivery Coordinator, Customer Service Team Leader or Customer Service Manager.

The Advanced Apprenticeship in Customer Service has been designed in conjunction with employers to enable your staff at a supervisory level to build on their service skills to ensure effective service delivery and to gain a nationally recognised qualification.

The Advanced Apprenticeship will take approximately 12 months. Throughout this time the candidate will undertake a wide range of tasks in a variety of work contexts. 

There are a large number of units to choose from, including; building and maintaining effective customer relations, planning, organising and controlling customer service operations and improving the customer service.

Course Structure & Teaching Methods

The Apprenticeship is made up of six separate components; the candidate must achieve all parts to gain the full level 2 qualification.

  • NVQ Level 3 Diploma in Customer Service
  • Level 3 Certificate in Customer Service Principles (theory)
  • Functional Skills in Maths
  • Functional Skills in English
  • Employment rights and responsibilities

There are a large number of units available to choose from within the national standards.
The candidate will choose a selection of units to best fit the business and their job role. The units encompass a wide range of customer service scenarios, from first impressions to dealing with customers via the telephone, handling problems and recognising diversity, to name but a few.

The NVQ Certificate also includes mandatory units covering communicating using customer service language and following the rules to deliver great service.


The qualification is work based.  An Assessor will be allocated to the Apprentice and will visit your company approximately once every 3 weeks for approximately 2 hours. This may be spent observing their work, completing learning tasks and giving the candidate feedback and guidance on work produced.  Candidates will be expected to complete work in between the assessor’s visits; this will be a mixture of assignments and learning to ensure the candidate has both the practical and theoretical skills required to work in the retail industry.

Information & Support

Support is available between Assessor visits to facilitate candidate’s work.