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Customer Service Advanced Apprenticeship Level 3

The Apprenticeships programme is ideal if your job is dedicated to customer service, for example Customer Relationship Managers, Co-ordinators and Team Leaders. You will develop your skills in communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, keeping records, gathering customer feedback, working in a team, developing complementary technical skills according to the job role.

Entry requirements

You will need a keen interest in providing excellent customer service and working as part of a team, and be able to demonstrate a "can do" attitude with basic numeracy and literacy skills on which to build your customer service skills. It is expected that you will also have some prior experience in a customer service role, although this is not a formal requirement.

Assessment methods

The competence element of the Diploma is assessed in the workplace.


Customer Service Level 3 OCR Diploma


  • Employment Rights and Responsibilities
  • Functional Skills in English and Maths

Further study and career options

On successful completion of this Apprenticeship you could move on to a Higher Level programme such as:

  • 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.

With additional training, you may be able to progress in your career to roles including senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.

Additional information

There are two delivery models available for this framework:

  1. Delivered in the workplace apart from functional skills (if required) for which college attendance will be required for two hours each week and for exams
  2. Workplace assessment plus college attendance one day per week for underpinning knowledge and functional skills (if required).

Course information & how to book

To start this Apprenticeship you will need to be employed in a relevant job role – visit the Apprenticeships section of our website, where you can view our Apprenticeship vacancies. For further information or queries you can email us or call 01234 291000.

Start DateFeesLocationCourse Code
Flexible Free if 16-18yrs. If 19 or over please ring 01234 291000. Bedford College or Luton Training Centre W415

Part-time course already started?

Our upcoming 2017-18 Part-time Course Guide will be out in May.
You can request a copy via the form below...

Additional Learning Support
If you have a specific learning difficulty or disability, problems with English and Maths, are deaf or hearing impaired, or missing the essential skills needed to complete your course, our Additional Learning Support team are on hand to give you assistance whenever you need it.  Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.

Bedford College actively seeks to promote equality of access to education and training and to provide support where appropriate. Employers are made aware that apprentices have the same rights to protection against discrimination, harassment and victimisation under the Equality Act 2010 as employees. 

Apprentices who have disclosed a disability covered by Equality legislation have the right to request reasonable adjustments in the workplace. We will work with employers to ensure that appropriate adjustments are agreed and established to facilitate this.

At the College we provide additional support for students and apprentices who have a specific learning difficulty or disability.

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