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What's Involved

Employers recognise the key role customer-facing staff play in determining the quality of the customer experience and in increasing customer loyalty. In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. Therefore there is a need to raise customer service standards and increase the supply of people with customer service skills. Employers across all sectors, regardless of whether their main business is customer service or if they wish to train staff to undertake customer service as part of their job role, need to up skill their current workforce and recruit new staff. Customer service apprenticeships have a major role to play in this by helping employers address the skills gaps and shortages that they are experiencing, and by providing a vehicle for introducing and raising customer service skills in the workplace.

The duration of this Apprenticeship is generally 12-18 months.

Entry Requirements

  • GCSE Maths Grade C or Functional Skill in Maths Level 2;
  • GCSE English Language Grade C or Functional Skill in English Level 2;
  • Working in a job role such as Customer Relationship Manager, Customer Service Co-ordinator or Customer Service Team Leader.

Where will it take me?

By the end of your apprenticeship you will have achieved:

  • Level 3 Diploma in Customer Service;
  • Functional Skill in Maths Level 2 (if required);
  • Functional Skill in English Level 2 (if required);
  • Employee Rights and Responsibilities;
  • Personal Learning and Thinking Skills.

Advanced apprentices, with support and opportunities in the workplace, can progress onto:

  • A Higher Level Apprenticeship programme in Contact Centre Management, Business & Professional Administration or Leadership & Management;
  • Further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality;
  • A range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes;
  • A range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management;
  • Full Time Employment.

With additional training, advanced apprentices may be able to progress in their careers to roles including senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.

Course Assessment Method

Where the qualification does not specify the use of a particular assessment method, then learners can be assessed by a range of methods including; Direct observation of tasks or activities, examination of work products produced by learners (e.g. diary notes, site notes, completed reports), examination of witness testimonies from people, other than the assessor, who are prepared to provide statements detailing specific details of learners’ performance, review of records of ‘question and answer’ sessions covering specific aspects of the knowledge and understanding and Professional discussion. All of these assessment methods will build your portfolio of evidence.


Where and When

OCR Level 3 Diploma In Customer Service (RQF)

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Fee Information

Course Code Study Mode Start Date Under 16 16-18 19+ International
B511WBL-17 Part Time 10/01/2018 N/A £0 On Request N/A

Notes About Fees

Fees shown are per year.

Find out more by speaking to Admissions:

  • For full-time further education courses call 01708 462833
  • For part-time further education courses call 01708 462801
  • For higher education courses, or if you’re an overseas student, call 01708 462801

Notes

  • To find out if you’re entitled to support call Student Services for advice on 01708 462718 ext 2718
  • You don’t have to pay tuition or admin fees if you’re 16-18 and studying a further education funded course.
  • You need to pay higher education course fees each academic year.

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2019/20 Prospectus

Havering College Course Guide 2019/20

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