Customer Service - Advanced Apprenticeship

This Advanced Apprenticeship will enable you to develop skills in supervising others in a customer service environment and improve your problem solving skills.

This Advanced Apprenticeship will provide you with the opportunity to demonstrate
understanding of customer service as a competitive tool and to be proactive in finding solutions both internally and externally to your organisation.  You will also demonstrate the ability to analyse and respond to customers at a supervisory level.

During the Apprenticeship you will develop invaluable experience with an employer by undertaking a real job with real pay. Throughout the programme you will receive guidance and support from both your employer and a PETA mentor to ensure you gain all the skills, knowledge and experience to progress in your chosen career.

Course Details

  • Location: On-the-job with some training in Portsmouth
  • Duration: 15 - 18 months
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On completion of the Apprenticeship you will achieve;

  • NVQ Certificate in Customer Service
  • Certificate in Customer Service
  • Functional Skills - English and Maths (at an appropriate level if needed)
  • Employee Rights and Responsibilities
  • Personal Learning and Thinking Skills

Course Overview
Diploma in Customer Service – Level 3
  • Mandatory units
    • Organise and deliver customer service
    • Understand the customer service environment
    • Understand customers and customer relation
    • Principles of business
    • Manage personal and professional development
    • Resolve customer issues
  • Optional Units

    A wide range of optional units are available which are chosen to best reflect the skills and knowledge needed to complete the job role, units include areas such as;
    • Work to exceed customers expectations
    • Deliver customer service to challenging customers
    • Use social media to deliver customer service
    • Handling customer problems, being able to resolve issues, deliver a good service to difficult customers and process customer service complaints
    • Develop resources to support customer service delivery
    • Obtain and analyse customer data
Employee Rights and Responsibilities
  • Statutory rights and responsibilities
  • Procedures and documentation in your organisation
  • Source of information and advice
  • About your occupation and organisation
  • Occupations and career pathways
  • Representative bodies
Personal Learning and Thinking Skills
  • Creative thinking
  • Independent enquiry
  • Reflective learning
  • Effective participation
  • Self management
  • Team working
Functional Skills (if needed)
  • English
  • Maths


An Apprenticeship is all about learning on the job, there will be days where you attend our Business Training Centre located in central Portsmouth to undertake the taught aspects of the programme.

Additional Information

To start this programme you need to be aged 16 and over with 4 GCSEs at grade C or higher including Maths and English or an Intermediate Apprenticeship in Customer Service or other related Level 2 qualification.

Course Dates

Apprenticeships are available throughout the year and are dependent upon finding a suitable employer.

Don't forget PETA finds the employer for you!

So, check out the current vacancies that PETA has to offer on our Apprenticeships job page.

This is an Advanced Apprenticeship where the majority of the time is spent with an employer doing a real job.

PETA find real Apprenticeship opportunities which offer a real job, with real pay and real qualifications

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