Customer Service Specialist Level 3 Apprenticeship

The Apprenticeship programme provides you with an opportunity to earn while you learn. As an Apprentice you will
spend time both in College and in the workplace learning new skills and training alongside experienced staff, which
will lead to nationally recognised qualifications. At the end of the Apprenticeship you will have acquired job specific
skills and the ability to perform your job competently; you will also achieve qualifications which are recognised by
your chosen profession.

VENUE AND DURATION OF COURSE:

The Apprenticeship programme will take place both at the workplace and East Surrey College, Gatton Point, London
Road, Redhill, RH1 2JX. The programme runs for approximately 12 months.

ENTRY REQUIREMENTS:

There are no formal entry requirements for an Apprenticeship but you must be in paid work for a minimum of 30
hours per week. It is essential you have the right mind-set for working full time and studying at the same time. Having
a can-do attitude, being flexible and reliable are also important. You must also be able to communicate effectively
with others.

WHAT QUALIFICATIONS WILL I GET?

The Apprenticeship is made up of a number of qualifications that you will receive, which includes:
 OCR Level 3 NVQ Diploma in Customer Service
 English Functional Skills
 Maths Functional Skills
 ICT Functional Skills
 Employment Rights and Responsibilities
 Personal, Learning and Thinking Skills

COURSE DESCRIPTION:

The OCR Level 3 NVQ Diploma in Customer Service is aimed at candidates who will be delivering and managing
service and will be accountable in the area of practice. Candidates will be working without direct supervisions or on
their own, such as in a commercial customer service environment. It is suitable for candidates who influence what
happens at work, use the organisation’s rules and systems flexibly to deliver good service, and question the way
things are done and suggest improvements.

UNITS/TOPICS COVERED:

 Demonstrating an understanding of customer service
 Demonstrating an understanding of the rules that impact on improvements in customer service
 Image and impressions
 Customer service delivery
 Handling problems
 Development and improvement