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Customer Service Apprenticeship Level 3

  • Overview of the course

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    A Customer Service role requires you to be the referral point for dealing with more complex or technical customer requests, complaints and queries. You may also act as the escalation point for ongoing customer problems. You will possess expert knowledge of your organisation’s products or services and share this knowledge with your team. Part of your role is to influence change and improvements in service therefore you will gather and analyse data and customer information.

    This Apprenticeship requires you to develop your knowledge of digital technologies to use in your role in environments such as contact centres, retail, web chat, the service industry or any other customer service point.
  • What you'll learn

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    The Level 3 Customer Service qualification consists of:

    • Understanding and gaining knowledge of your organisation’s business strategy
    • Acquiring knowledge of the customer journey
    • Knowing your customers and understanding their needs
    • Being aware of your business environment/culture and its relation to customer service
    • Demonstrating continuous improvement in customer service delivery
    • Providing a positive customer experience
    • Keeping your service, industry and best practice knowledge and skills up to date
    • Taking ownership of actions that resolve customer issues
  • Entry requirements

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    A Level 2 and/or a thorough knowledge of your chosen sector.
  • How will I be assessed?

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    You’ll be assessed using a variety of methods including work based projects, professional discussions and practical observations.
  • Who can I speak to about this course?

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    Whilst all our buildings remain closed to keep our staff, learners and visitors safe please contact us via our LiveChat service on our website -www.boltoncollege.ac.uk or send a message to
  • Course Fees

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    Apprentices do not need to pay for their course; course fees will be paid for by funding accessed by the College and in some cases, employer contribution.
    If you are an employer looking to hire an apprentice, please contact the Apprenticeship Team on 01204 482 036.
  • Supporting your learning and wellbeing

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    We want you to enjoy every minute of College, both in the classroom and out of it, so we have a range of dedicated support and wellbeing services. These include FREE travel; FREE breakfast; your own dedicated Work Based Tutor; impartial advice and guidance; dedicated one-to-one support for learners with additional needs; and support with the cost of College, plus much more.
  • Future opportunities

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    Alongside your studies, you’ll have a unique opportunity to be part of the University of Bolton’s EXCEED programme.

    This will give you a range of additional skills and experiences, and includes masterclasses; university visits; access to industry experts; and mentoring and support with your university application, perfect for that next step into Higher Education.

    On success completion of this Apprenticeship, you could progress onto full-time employment, professional job-specific qualifications, Higher Apprenticeships or a degree programme.

    With additional training, apprentices may be able to progress in their careers to roles such as:
    • A Customer Services Manager, earning between £20,500 and £70,000 per year.
    • A Receptionist, earning between £12,500 and £24,000 per year.
    • A Civil Service Administrative Officer, earning between £18,000 to £24,000 per year.
  • Why choose us?

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    We’re part of the University of Bolton Group, which means you’ll benefit from all that the University has to offer, including world-class facilities and access to industry experts.

    In our last Ofsted inspection, we were graded ‘Good’.

    Our £75 million campus offers:
    • A newly refurbished fitness suite and sports hall
    • Apple Mac suites
    • Libraries
    • A theatre and dance studios
    • A café selling Costa coffee
    • The Academy Hair & Beauty Salon
    • Signature restaurant

    We also have a wide range of events throughout the year, including showcases, enterprise activities and cultural celebrations.
  • How to apply?

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    Submit an application online by visiting www.boltoncollege.ac.uk/yp-application
  • Additional Information

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    Coronavirus Update


    In response to the COVID-19 situation we have made a number of changes to our traditional admissions and enrolment processes.
    All conditional offers and enrolments are currently being processed based on the information available to us at the time of a telephone interview and/or online enrolment.
    Once a course starts and we are able to meet with learners in person we may need to alter the class an individual attends if they do not meet the course entry requirements. We will keep learners informed of any decision to alter their class and support them through any changes necessary.
    Thank you for your understanding and co-operation in these unprecedented times.

    Assessment


    All learners will complete an individual learning plan which will be discussed with their tutor throughout the course.

    Financial


    You may not have to pay tuition fees at all, if you fall into one of the groups eligible for fee exemptions. If you feel you may be eligible or would like someone to explain course fees in more detail, pleasecontact us via our Live Chat service available on any page of our website.

    Adult Learners


    Adult learners (19+) must provide evidence of their existing qualification at enrolment. Learners may not be able to enrol if this information is not provided when requested. If you have lost any certificates please contact your school in the first instance. If they are unable to provide a copy, you can contact one of the following exam boards (your school will be able to tell you which one applies to teh exams you took):

    Helpline


    Whilst Coronavirus restrictions are in place, the best way to contact us is via our Live Chat service available from any page of our website. We will endeavor to staff this service from 10am – 3.30pm, Monday to Fridays.
    Bolton College works hard to ensure that the information provided is accurate.
    All courses are offered subject to student numbers and the College reserves the right to amend, withdraw or amalgamate any of the courses, fees, services, locations or facilities described at any time.

    Studying at College


    The health and safety of our learners and staff is very important to us and with the continued situation, related to the coronavirus outbreak, there will be an increased emphasis on study outside the classroom during the 2020/21 academic year. The proportion of these hours will depend on the individual qualification(s) being undertaken. You must do the work set during directed study or it will impact your progress on the course and therefore your achievement.

    Equalities Statement


    The College will treat all members of the community equally and will not favour any particular individual or group. English is our principal language but we will endeavour to provide information relating to this document in other formats and languages. If customers require this type of support they should contact the Recruitment & Relations Manager at customer.services@boltoncc.ac.uk

    Safeguarding Statement


    Bolton College are committed to ensuring that learners have a right to feel safe wherever they learn, in the classroom or online. If you have any personal safety or other worries, for example, feeling bullied; being made to feel uncomfortable or experiencing an inappropriate situation when you are attending college, please speak to the tutor, a member of the Reception Team or contact the College Safeguarding Team on 01204 482180 or via safeguarding@boltoncc.ac.uk
  • Important Information

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    We no longer accept online applications for this apprenticeship, but if you wish to enrol please come into College or call the Apprenticeship Team on 01204 482 036.
  • Disclaimer

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    Every care has been taken to ensure that the information contained within these course information sheets was accurate at the time of publishing.
    Bolton College is constantly evaluating its services to meet the needs of learners; therefore programmes/courses/Apprenticeships, resources and facilities may be subject to change without prior notice.
  • Start Date:

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  • Time:

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    (Hrs Per Week)

  • Duration:

    weeks

  • Venue:

    Deane Road Campus

  • Course Code:

    SD122-L3-Q1