Advanced Apprenticeship in Customer Service


Enrolment Requirements

In order to enrol on this course you must be in paid employment in a business administration role that fits the requirements of the apprenticeship. You will attend a monthly hub session to support the completion of your business qualification. You will be required to achieve a Level 2 standard in English, maths and ICT by attending weekly classes at one of our centres until completed. If you have existing English, maths or ICT qualifications that may exempt you from functional skills original certificates must be seen before your apprenticeship begins to identify whether they adequately qualify the apprenticeship requirements. You will be assessed before starting the programme to ensure the above qualifications will be achieved within the time frame of your programme.

What will I learn on this Course?

This qualification is aimed at people working in a customer service role. This course will cover:
 Health, safety and safeguarding
 Employment legislation and following procedures
 Applying customer service legislation
 Developing customer relationships
 Evaluating and developing the customer service process
 Leading a team
 Advanced communication skills
 Functional Skills.

Assessment and Awarding body: City & Guilds

You will attend training monthly sessions, where you will learn the underpinning knowledge and will access One File e portfolio during your off the job time in the work place to complete assignment work.
You will be assessed by assignments, online exams and practical observations.


You will be working in a customer service environment, receiving training in the workplace and will attend the training centre for monthly training sessions in customer service and weekly sessions functional skills. You must attend all sessions.

What else do I need to know?

The course will extend your knowledge, skills and abilities, which in turn will enhance your career prospects enabling you to be a valuable part of any customer service environment. All training materials will be provided at the training centre.

What Could I do next?

You will be able to progress to a Level 4 qualification. Please ask your tutor for further information.

Course Start Date(s)

Please phone for information

Course Length

18 months

Course Price

Full Fee

Discounted Fee

Full Concession

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