Stockton Council Learning & Skills

Level 3 Advanced Apprenticeship/Diploma in Customer Service

Target Audience This qualification in Customer Service is for candidates who undertake a customer service

role and recognises that employment in the customer service sector involves a diverse range of functions and tasks and activities that are constantly developing and changing the customer

service delivery. Ideally this will involve communicating with customers regularly and being

actively responsible for resolving customer service problems and being involved in evaluating the service, making changes, working without direct supervisor, involved in customer feedback and dealing with discounts and complaints.

Benefits for Individuals Gain a qualification containing both knowledge and competence units

Develop skills in business processes that could improve your organisations’ effectiveness

Get a recognised qualification for your personal development

Benefits for Employers Happy customers!

Proactive and confident staff

A broad selection of optional units to tailor the qualification to suit your organisations’ learning and development needs

Promote a culture of organisational learning and development

Progression The qualification will provide progression opportunities to other qualifications such as:

Level 2 Team Leading

Qualification Overview Functional Skills-required at Level 2 in Maths, English and ICT-fortnightly sessions attend-

ance required (unless exemptions of GCSE’s grades A to C in Maths/English/ICT)

Credits

Qualification Title Credit Value Structure

Level 3 Diploma in

Customer Service

55

Induction

On-going Tutorial Support

Workplace Assessments

Workgroup – 1 day per fortnight for day re-lease at Billingham Comm Centre-Tuesdays 9;15am to 16;15pm. Functional Skills is the opposite Tuesdays either the morning or after-noon-dependent upon grades

6 mandatory units from Group A (31 Credits)

Minimum of 15 credits from Group B

Maximum of 9 credits from Group C

Mandatory Units Group A Credit Value

Organise and deliver customer service 5

Understand the customer service environment 5

Understand customers and customer retention 4

Resolve customers’ problems 4

Principles of business 10

Manage personal and professional development 3

Optional Units Group B (a selection)

Use service partnerships to deliver customer service 3

Resolve customers’ complaints 4

Communicate verbally with customers 3

Communicate with customers in writing 3

Promote additional products and/or services to customers 2

Develop customer relationships 3

Use social media to deliver customer service 3

Build and maintain effective customer relations 6

Monitor the quality of customer service interactions 5

Exceed customer expectations 3

Support customer service improvements 3

Support customers through self-service equipment 3

Provide post transaction customer service 5

https://enrol.stockton.gov.uk/website/onlineservices/

Stockton Council Learning and Skills,

Billingham Community Centre,

TS23 2DA.

Telephone: 01642 527904

Email: learning.skills@stockton.gov.uk

Employee rights and responsibilities 2

Bespoke Software 4

Promote equality, diversity and inclusion in the workplace 3

Negotiating, handling objections and closing sales 4

Obtaining and analysing sales related to information 4

Manage incidents referred to a contact centre 6

Lead direct sales activities in a contact centre team 4

Manage diary systems 2

Contribute to the organisation of an event 3

Buddy a colleague to develop their skills 3

Processing sales orders 2

Buyer behaviours in sales situations 3

Negotiate in a business environment 4