Employers recognise the key role customer-facing staff play in determining the
quality of the customer experience and in increasing customer loyalty. In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. Therefore there is a need to raise customer service standards and increase the supply of people with customer service skills
The main objectives of the apprentice are to:
• Tap into the skills and talents of a diverse population by providing flexible entry routes
into a career in customer service or to use as a springboard to a career in specific sector.
• Equip individuals with the skills, knowledge and experience needed to provide excellent
customer service in a range of occupations and industries
• Provide apprentices with an opportunity to develop the skills, knowledge and experience
they need to progress to roles with additional responsibilities and onto further and higher
education, if they wish to do so.
For an advanced apprentice these skills could involve improving customer satisfaction, team
leading, improving customer loyalty, gathering and analysing customer feedback, processing
complaints and maintaining reliable customer service.
• Customer Relationship Manager,
• Customer Service Co-ordinator,
• Customer Service Team Leader
Total minimum credit value for this pathway is 65 credits:
Combined qualification – 55 credits;
Transferable skills – 10 credits (English and mathematics).
Combined qualifications available to this pathway
B1 – Level 3 Diploma in Customer Service
Relationship between competence and knowledge qualifications
The Level 3 Diploma in Customer Service includes both knowledge and competence units. Learners must complete a minimum of 55 credits. 31 credits from mandatory units,minimum of 15 credits from Group B optional units, a maximum of 9 credits can come from Group C optional units.
Manage personal and professional development (3 credits)
Organise and deliver customer service (5 credits)
Resolve customers’ problems (4 credits)
• Principles of business (10 credits)
• Understand customers and customer retention (4 credits)
• Understand the customer service environment (5 credits) Transferable skills (England)
• English: Level 1
• Mathematics: Level 1
Progression routes into and from this pathway
Progression into this advanced apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic and work related experiences of apprentices. Such routes will include having:
• achieved a Level 2 Intermediate Apprenticeship in Customer Service
• achieved an Intermediate Apprenticeships from any sector
• achieved QCF Awards, Certificates or Diplomas
• achieved a (14 – 19) Foundation or Higher Diploma, in Business Administration and
Finance, Hospitality or Retail Business
• achieved GCSEs or A Levels.
Learners may also progress into the advanced apprenticeship without prior qualifications.
Progression routes from the Advanced Apprenticeship in Customer Service
Advanced apprentices, with support and opportunities in the workplace, can progress onto:
• A Higher Level Apprenticeship programme in Contact Centre Management, Business &
Professional Administration or Leadership & Management
• Further or higher education to undertake customer service, business related or other
qualifications, including Foundation Degrees in, for example, Contact Centres, Retail
Management, Business Management or Hospitality
• Arrange of Customer Service, Contact Centres, Sales, Business related and other
• A range of Customer Service and other Professional Qualifications, including a Level 4
Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a
Foundation Degree in Contact Centre Management.
Employee rights and responsibilities
The Employee Rights and Responsibilities component of the apprenticeship can be achieved
1. A QCF ERR Qualification/Unit:
• Employee rights and responsibilities unit (QCF) – this is an optional unit included within the combined qualification
• The Level 2 Award in Employee Rights and Responsibilities (QCF) – this qualification is offered by a range of organisations
• Any other approved unit or qualification listed in Skills CFA FAQ
2. ERR Workbook
The Skills CFA ERR workbook, available from the Skills CFA website (www.skillscfa.org)
There are no entry requirements for this pathway in addition to the general framework entry
requirements. However, it is likely that advanced apprentices will have some prior experience in a customer service role to allow them to complete the advanced apprenticeship, although this is not a
formal requirement. Duration: 12 months to 18 months
The cost of this qualification maybe fully funded
Eligibility Criteria: UK passport, Valid Visa, In case of Spouse of EEU or British Citizen then Marriage certificate and Passport of Spouse, In case of indefinite visa proof of living in UK for minimum 3 years.