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Customer Service Level 3

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Our Customer Service advanced apprenticeship lasts approximately 18 months. During the apprenticeship the learner completes practical on-the-job training to get real experience and improve their skills. Learners also study the underpinning theory behind their job role to help them understand their job, resulting in increased motivation, ambition and productivity.

Daily activities of a Customer Service level 3 learner could include:

  • Inbound and outbound calls
  • Dealing with queries and complaints
  • Meeting and greeting customers

Once the apprenticeship has been achieved, the learner has the opportunity to advance to further education and qualifications, such as a Customer Service level 4 Apprenticeship.

This helps them to progress their career to senior roles such as senior customer service manager or senior team leader or a wide range of other managerial roles within business.

Composition of the qualification

During the level 3 apprenticeship learners complete the following qualifications:

  • Level 3 NVQ Diploma in Customer Service
  • Level 3 Certificate in Customer Service
  • Level 2 Functional Skills

The diploma is built from a selection of mandatory and optional units. Prevista works alongside the learner and employer to ensure the right units are selected for the individual and their job role, maximising the positive impact for both the learner and employer.

Tutors will deepen the learner’s knowledge, understanding and experience of equality and diversity, and ensure well-being and personal safety is embedded into training, for example by teaching them their roles and responsibilities around safeguarding.


  • Demonstrate understanding of customer service
  • Demonstrate understanding of the rules that impact on improvements in customer service

Examples of optional modules include:

  • Make customer service personal
  • Review the quality of customer service
  • Handle referred customer complaints
  • Support customer service improvements
  • Resolve customer service problems
  • Deliver customer service to difficult customers
  • Support customer service improvements
  • Organise the promotion of additional services or products to customers
  • Implement quality improvements to customer service

Entry requirements

A level 2 qualification such as GCSEs at grades A* to C, BTEC First Diploma, intermediate Apprenticeship or relevant work experience.


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