Formerly City College Brighton and Hove and Northbrook College

Customer Service - Level 3 Advanced Apprenticeship

Course Type: Apprenticeships Start Date: September 2019 Duration: Up to eighteen months

Course aims:

Apprenticeships are a fantastic way to gain a nationally recognised qualification and valuable skills whilst working. This training gives apprentices the opportunity to develop the skills and knowledge needed to deliver customer service in a range of industries and contexts.

Apprentices will understand what drives customer behaviour and what creates customer retention. The training will enable the apprentice to explore excellence within customer service and dealing with more challenging scenarios such as complaints and engagement. 

This apprenticeship is suitable for individuals currently working in a customer service role.


Apprenticeships are available for school leavers and adults (19+), beginning at Level 2 through to degree level.

What levels are available?


Wages vary depending on the type of apprenticeship but there is a national minimum wage (NMW) in the UK which applies to all 16-18 year olds and to those aged 19 or over in the first year of their studies. From October 2017, this is £3.50 per hour. However, the MET encourages employers to pay at a higher hourly rate.

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Entry requirements

Anyone aged 16 or over can apply for an apprenticeship. You cannot be self-employed and must have lived in the UK or EU for the past three years to be eligible.

Apprentices work towards a qualification/skill such as an NVQ/Diploma Level 3, Functional Skills and in some areas a relevant technical certificate diploma. These provide the skills you need for your chosen career and allow progression onto higher apprenticeships or university.

Entry requirements

Course modules

This framework will support you to achieve the following modules:

  • Understanding the Customer Service Environment
  • Organising and Delivering Customer Service
  • Resolving Customer Problems
  • Principles of Business Administration
  • Managing Personal and Professional Development
  • Understanding Customers and Customer Retention
Course modules

How much will I earn?

Apprenticeships are paid training schemes. You will learn and earn at the same time.

Wages will vary depending on the type of apprenticeship, but there is a national minimum wage (NMW) in the UK which applies to all 16 – 18 year olds and to those aged 19 and over in the first year of their studies. From April 2018, this is £3.70 per hour and from April 2019 it will increase to £3.90 per hour. However, the MET encourages employers to pay at a higher hourly rate.

After a year, all apprentices need to be paid the minimum wage for their age. For more information please see the Government NMW web page.

How long does an apprenticeship take?

An apprenticeship can take between one and four years to complete depending on the level and subject area. As a guide, an Intermediate Level 2 Apprenticeship usually takes around 12 months and an Advanced Level 3 Apprenticeship around 18 months.

What might my working hours be?

Apprentices are required to have a minimum of 30 contracted hours with an employer who will agree working patterns. The majority of businesses in the UK work on a 37.5 hour week for full-time staff. Expect 20% of your contracted time to be dedicated to your apprenticeship training.

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