Customer Services, Level 3 Apprenticeship

The BTEC Level 3 Diploma in Customer Service (QCF) is for learners who work in, or who want to work in customer service roles such as- Customer Service Supervisor, Customer Relationship Manager, Customer Service Team leader, Client Services Officer, Events Coordinator.

The qualification gives learners the opportunity to:

- Develop and demonstrate technical and wider sector-related knowledge to underpin competence. This includes the principles, and techniques for organising and delivering customer service, building and maintaining relationships with customers and an understanding of the legislation and regulations that governs the industry.

- Develop and demonstrate a range of technical skills and behaviours that supports competence. This includes resolving customer problems and complaints, communicating with customers, delivering non-routine customer service and supporting improvements in customer service.

- Develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills (PLTS).

- Have existing skills recognised.

- Achieve a nationally-recognised Level 3 qualification.

Next: What will I learn?

What will I learn?

Apprenticeships allow you to gain qualifications whilst working.

Within the course you will learn a variety of skills and knowledge including -

- 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
- Develop Resources to Support Consistency of Customer Service Delivery.
- Resolve Customers Complaints
- Gather, Analyse and Interpret Customer Feedback
- Negotiate in a Business Environment
- Manage Team Performance
- Buyer Behaviour in Sales Situations
- Manage Individuals Performance

Functional skills in Maths and English would be completed if required. These are the essential and highly valued skills that we use in our everyday lives, both at work and at home, that allow you to contribute more effectively to the business you work in and achieve your full potential.

Next: Assessment

How will I be assessed?

You will be assessed by portfolio, some units via exam, and observations in the workplace. You will build a portfolio of evidence relating to your job. Your Tutor and Assessor will continually assess your work; this will ensure that you meet the necessary standards to achieve the Apprenticeship.

As part of the apprenticeship framework, reviews are completed every 12 weeks by the assessor where progress is discussed by the apprentice, assessor and employer.

Next: Career Opportunities?

Career Opportunities

This course enhances career prospects in any customer facing role, and can lead onto management positions.

Next: Entry requirements

Entry requirements

You must be employed for a minimum of 30 hours a week in the professional area that your Apprenticeship is in.

Looking for Employment? See below for what to do next…

- Email for more information.

- Register your details with the National Apprenticeship Matching Service (NAS) and search online for vacancies at

- Check the College’s website page regularly (sometimes employers only want to recruit locally and so they advertise on our website and not the NAS website):

- Make sure your CV is up to date and is relevant to the job industry you are applying to.

- Contact local businesses and see if they have any vacancies available.

Adult fees


Next: Apply

Apply for Customer Services, Level 3 Apprenticeship

Click here to apply