Level 3 Advanced Apprenticeship

Customer service is an integral part of many businesses. Those that communicate either verbally or in writing with customers need to uphold the reputation of the business. Customer service skills are transferable across many sectors and can be applied to numerous job roles.


iCQ Level 3 Diploma

Course Summary:

This apprenticeship will develop the skills, knowledge and understanding required to work in a customer service role across all sectors. Those working in these roles need a broad range of skills to work efficiently and to help increase productivity. This apprenticeship will provide these skills.


Suitable For:

This apprenticeship is suitable for those who have either undertaken an intermediate apprenticeship or are looking to further consolidate their skills. Apprentices undertaking this should be in a role that includes a considerable amount of responsibility.


Programme Structure:

•Level 3 Diploma in Customer Service

•Personal learning and thinking skills

•Functional Skills Level 2 in Maths, English and ICT

•Employee rights and responsibilities


Course Content Includes:

•Managing personal and professional development

•Organising and delivering customer service

•Resolving customers’ problems

•Principles of business

•Understanding customers and customer retention

•Understanding the customer service environment



This apprenticeship is delivered directly into the workplace by way of teaching, support and assessment.


Entry Requirements:

Entrants must have the ability to achieve Level 2 Functional Skills in English, Maths and ICT. Apprentices need to be employed for a minimum of 30 hours a week with a contract of employment.



Apprentices who successfully complete the intermediate apprenticeship can expect to progress within their chosen industry. This could include progression on to Management training or qualifications.



There are many routes into management within a business. This could be through either team leading or managing a department. All staff require clear management and guidance from senior staff to maintain high levels of productivity and accuracy in a role.


Minimum of 12 months

Awarding Body:

I Can Qualify (iCQ)