This award is suitable for those who have significant responsibility for delivering internal and external customer service within a team or organisation. Candidates will need to be able to respond to customer issues, suggest improvements to customer service strategy and assist with their implementation.
This programme opens up a wider understanding of Customer Service within the organisation and candidates will understand how procedures and processes can impact on good Customer Service and how changes can make positive impacts which will benefit the wider team or organisation.
Candidates will be allocated an individual assessor who will visit them at the workplace once every 3 - 4 weeks. They will use a variety of different assessment methods to demonstrate competence within the diploma ranging from observations, work products, witness statements, professional discussions, question and answers and workbooks. In addition learners will be given underpinning knowledge within the Customer Service role and on completion of the test will gain the Technical Certificate Qualification.
Every learner will be able to complete their Key Skills certificates. These are practical skills in Communication and Application of Number which give learners the opportunity to develop, practice and apply skills in meaningful workplace contexts and upon completion of the tests and a portfolio will complete the Key Skills qualifications.
To achieve the Level 3 Apprenticeship Diploma, learners must gain 42 credits of which 12 credits must come from the mandatory units. Learners can choose to gain some credits from Level 2 and Level 4 units. It will take up to 12-15 months to complete the Customer Service Level 3 Apprenticeship Diploma.
As well as completing core units which cover Communication and following the Rules of Customer Service, candidates will be able to choose from a wide variety of optional units and will be guided by the assessor to opt for those most relevant to their job role and current organisational needs. At Level 3 candidates will be required to have some input in evaluating current Customer Service within an organisation and to suggest and make changes and improvements. Some of the units available within this award cover; Organising Delivery of Customer Service, Improving the Customer Service Relationship, Monitor and Solve Customer Service Problems, Gather, Analyse and Interpret customer feedback and many more.
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