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Making Learning a Character

Business Related Apprenticeships in London

Customer Service Apprenticeship Qualification

This include the following apprenticeship qualifications at both framework and standards:

  • Customer Service Specialist Level 3
  • Customer Service – Advanced Apprenticeship Level 3

Also as a vocational programme, the course include Levels 2 and 3, Diploma in Customer Service


However, this qualification is suitable for learners aged 16 and above. This qualification gives learners the opportunity to develop the skills and knowledge needed to deliver customer service in a range of industries and contexts. This qualification is part of an apprenticeship.


The duration of these course is 12/18 months

What does this qualification cover?

This QCF qualification develops and accredits a wide range of knowledge and skills needed to work in a customer service role. It covers how to organise and deliver customer service, and understand customers and customer retention. Optional content for this qualification covers exceeding customer expectations, resolving customer complaints, and developing a social media strategy for customer service. This qualification consists of 6 mandatory units and 2 groups of optional units (39 optional units in total).

Mandatory units:

  • Organise and deliver customer service (L/506/2150)
  • Understand the customer service environment (Y/506/2152)
  • Resolve customers’ problems (K/506/2169)
  • Principles of business (D/506/1942)
  • Manage personal and professional development (T/506/2952)
  • Understand customers and customer retention (J/506/2910)

For a full list of units, please contact us via this platform

Who could take this qualification, or who is this qualification designed for?

This qualification is designed to be undertaken if you are already working in a customer service role. You will have the scope to bring about permanent improvements in service delivery that benefit your organisation and its customers. This qualification is available for learners aged 16 and above and has no specific entry requirements, though it may be beneficial if you have undertaken a Level 2 qualification before – ideally in a customer service-related discipline.

What could this qualification lead to?

This qualification will accredit and develop your skills and knowledge in customer service. It will help you to secure long-term employment and to progress in job roles that can include:

  • Customer Service Manager
  • Key Account Manager
  • Customer Service Team Leader.)

Will the qualification support progression to further learning, if so, what to? Learners completing this qualification can progress to:

  • NCFE Level 4 NVQ Diploma in Customer Service
  • NCFE Level 4 NVQ Diploma in Business Administration

Who supports the qualification?


The qualification is supported by the following employers:

  • Sodexo
  • TT2
  • Carillion
  • Home Group
  • Formica

Need Some Advice?

Please call us or send us a mail to have the unit breakdown/curriculum of the respective qualification.

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