Level 3 Customer Service | Furness College
Level 3 Customer Service

Level 3 Customer Service

Course Content

What qualification will I achieve?

  • Along with the achievement of the Customer Service apprenticeship, apprentices will achieve a practical and theory-based (or 'combined') qualification: Level 3 Diploma in Customer Service

How long is the course?

  • This apprenticeship usually takes 12 months to complete.

How will I learn?

  • The apprenticeship will largely take place at the site of the employer, using day to day working activities to underpin knowledge that is learnt. A portion of the apprenticeship will take place at Furness College through classroom based learning. This is likely to be as part of a day release from the employer.

What subjects will I study?

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

How will I be assessed?

  • The learner will build up a portfolio of evidence on going over the duration of the qualification. This will be made up of observations, professional discussions, product evidence and witness testimonies from the employer. There will also be 6 multi choice on line tests to complete for the technical certificate. This will be undertaken at college.

Are there any additional costs?

There are no specific extra costs, just stationery for study.

Entry Requirements

What are the entry requirements?

  • Individual employers set the selection criteria, but this is likely to include 5 GCSEs, including Maths and English, although some employers will accept other relevant qualifications and experience, including a relevant Level 2 qualification. Apprentices without English or Maths at Level 2 must achieve this prior to taking the end point assessment.

Can I get more information?

For more information please contact us: T: 01229 825017 E: info@furness.ac.uk www.furness.ac.uk


Typical job roles

This apprenticeship is aimed at people currently in the below role or seeking employment in the below roles.

  • Customer Relationship Manager
  • Customer Service Co-ordinator
  • Customer Service Team Leader

What opportunities will this lead to?

What opportunities will this lead to?

  • Progression comes in a variety of ways after achieving the apprenticeship, which are:
  • Progression onto HE Learning
  •  Progression onto Higher Apprenticeship levels
  • The potential for advancement in their job role

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Contact Us Tel: 01229 825 017 (Channelside Campus)
Tel: 01229 828 377 (Barrow Sixth Form College)
Email: info@furness.ac.uk
Business Support Tel: 01229 844 836
Email: businesssupport@furness.ac.uk
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