Customer Service Level 3


Customer Service Level 3 apprenticeship Progress to Excellence Ltd

Customer Service Level 3

Suitable for professionals in a specific customer service role

The aim of this qualification is to recognise learner’s achievements within the customer service environment. It is also for learners whose job role requires them to deliver continually
improving service to customers and will cover units such as understanding customers and customer retention and resolving customer problems.

Who can do this course?

This qualification is suitable for professionals working in customer service specific job roles, or whose primary responsibility is to deliver excellent service to customers.
This qualification can also be used by learners who may not regard customer service as their primary responsibility, but recognise that customer service competencies are essential to complement their technical skills.

Course duration and attendance

This apprenticeship lasts for 18 months. Over the length of your course, you will receive face to face visits from your assessor at your workplace. You will also receive contact via telephone, email and Skype (through our e-portfolio system, OneFile). To learn more about our e-portfolio system, visit Please contact us to discuss in more detail.
There will also be some self-study elements, however, your tutor will offer advice and guidance around this.

What you will study

Mandatory units include:

  • Principles of business
  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Resolve customer’s problems
  • Manage personal and professional developmentThere are a wide range of optional units for this course which you can view on the Skillsfirst website at to choose those most suited to your job role.

Functional Skills

This is a mandatory part of the course unless you already hold relevant Functional Skills/Key Skills qualifications or GCSE English and maths. Certificates must be provided for exemption from this part of the course. You will be asked to complete an initial assessment at induction to help us support you with this. You will then be assigned an assessor in this area to fully support you throughout this part of your course. You will be required to sit short examinations to complete Functional Skills.

Course costs

The cost of this course is £2,000 for levy paying employers, or £100 for co-investment employers. This apprenticeship is also offered as a standalone diploma on a commercial basis, and can also be funded via a student funded loan.

Enquire now

Want to find out more? Contact our team today who will be happy to help advise you on next steps.

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