Customer Service Advanced Apprenticeship

A 12 to 24 month apprenticeship programme.

Customer Service Advanced Apprenticeship 

Breakdown of the 12 to 24 months apprenticeship programme:

Twelve to 24 months on and off the job training in the workplace, completing units of a Pearson BTEC Level 3 Diploma in Customer Service (QCF), Functional Skills, Personal Learning & Thinking skills, and an introduction to Employment Responsibilities and Rights (ERR).

Training with Seta will cover: 

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

Group B and C Optional Units to be selected to meet the needs of the employer business. 

Units include:

  • Resolve Customers’ Complaints
  • Monitor the Quality of Customer Service Interactions
  • Communicate Verbally with Customers
  • Promote Additional Products and/or Services to Customers
  • Deliver Customer Service to Challenging Customers
  • Collaborate with Other Departments

The Functional Skills will cover:

  • English at Level 2
  • Mathematics at Level 2

Personal Learning & Thinking skills require learners to be:

  • Independent enquirers
  • Creative thinkers
  • Reflective learners
  • Team workers
  • Self managers
  • Effective participators

Employment Rights and Responsibilities:

  • Statutory Rights and Responsibilities (contracts and conditions of employment)
  • Procedures and Documentation (Health and Safety, sickness etc.)
  • Representative Bodies (trade unions, training support bodies)

Seta staff will visit the apprentice on a regular basis to provide training, conduct assessments and provide support and guidance throughout the whole apprenticeship programme.

To apply click here