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    Advanced Apprenticeship in Customer Service

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    Customer Service

    This apprenticeship relates to a supervisory role of providing a service to customers and providing improvements for the benefit of customers and the organisation.

    Course Information

    • Qualification: Level 3
    • Course Code: O4164
    • Start Date: 08/05/2019
    • Duration: The framework is expected to take 18 months
    • Campus: Easton, Otley
    • Entry requirements: As an academic qualification, apprenticeships ideally require maths and English GCSE grades 9 – 4 (A*- C)  Students who don’t meet our stated entry requirements, those awaiting GCSE/GCSE retake grades, or mature students e.g. who can’t find GCSE results will be offered an appointment to come into college (Easton or Otley campus) and sit an online assessment. The required achievement grade is BKSB Level 1 or above but we will consider an Entry 3 grade if the student shows commitment to continue their maths and English learning. Any student coming out below Entry 3 grade will not be accepted onto an apprenticeship programme. If the entry requirements are not achieved we will discuss and support you in looking at alternative options.

    It is suitable for those whose role involves carrying out customer service related work with a considerable amount of responsibility and autonomy.

    Programme Structure

    The apprenticeship framework is made up of different nationally recognised qualifications. Including:

    • Level 3 Diploma in Customer Service (City and Guilds)
    • Level 2 Functional Skills in English, Mathematics (City and Guilds) 
    • Employee Rights and Responsibilities
    • Personal Learning and Thinking Skills

    Course content 

    • Organise and deliver customer service
    • Understand the customer service environment
    • Understand customers and customer retention
    • Principles of business
    • Manage personal and professional development
    • Resolve customers' problems


    All assessment and training is undertaken in the workplace. This is achieved by a variety of techniques tailored to meet a student’s learning style. An E-Portfolio will be provided to set, track and support progress

    Apprentices successfully completing the Advanced Apprenticeship have opportunities to progress within the industry by continuing onto other Management Training at the College.


    Applications for Further Education full time, access to HE, apprenticeships and part time courses are made online. Go on to the relevant course page and click on the 'Apply Now' button to start the application process. Applications for short courses are made by contacting the College Admissions Team on 08000 224556. Higher Education programme applications should be made via UCAS in the first instance, UCAS website

    For students resident in England and aged 18 and under on 31 August, before they are due to start their course in September, then your full time course fees are fully funded. For students aged 19 and over, and those looking to study a short course, please contact the College Admissions Team for more details on 08000 224556.

    There are buses from all over Norfolk and Suffolk which will drop students off at college. For details of bus routes and other transport options, please see the 'Easton Transport Information' link or Otley Transport Information .

    Once we receive your application for your course we will check your details and any grades/predicted grades to make sure that you meet any entry requirements. The College Admissions Team will then contact you to arrange your interview with a course tutor. If you are successful at your interview then you will be offered a place on your chosen course or if the tutor feels that you may be suited to another course they will advise you of this.

    We will then invite you to attend a Keep in Touch day held in early July where you can come on to campus, meet your tutors and other students hoping to study the same course, gain some campus familiarisation, learn more about your course, do some activities and ask any questions that you may have.

    Enrolment commences once GCSE results are released, you will be sent details regarding completing your enrolment in July, advising of a date and time.

    Once you have successfully completed your enrolment you will receive your timetable and confirmation of your course start date.

    You don't need to let the college know your GCSE results, instead you should attend your enrolment appointment, which will have been sent to you beforehand. Please bring all exam results with you so that we can make sure you have met the entry requirements for your course.

    Don't panic if you haven't got the grades for your chosen course, we will always try and find a suitable course for you. We will be able to offer you an alternative course in the same or similar subject area. We will do this when you attend for your enrolment where there will also be course tutors on hand to speak to you about your course options.

    If you have done better than predicted then we can also change your course offer to the most appropriate level. Again this is all done at enrolment.

    We strongly encourage all students to source their own work placement however we are aware that sometimes this can be difficult. We have work placement coordinators who can help you find your work placement and ensure that all students are able to fulfill this requirement. More information will be provided to you prior to you starting your course. Please see Work Placement for more information.

    The college term dates can found using the following link;

    College officially starts back on the first full week of September however not all courses will start on the Monday. You will advised of your actual start date at enrolment.

    Applications for the college bursary are made online. You should make sure that you read the guidance notes prior to making an application to ensure that you are eligible. Further information can be found on Financial Support