Customer service - level 3 apprenticeship framework

About the framework

This framework specifies the standards and the criteria for the delivery of level 3 apprenticeship training to achieve qualified status within the customer service sector.

If you successfully complete the apprenticeship, you'll gain a level 3 qualification and recognition as a qualified person within the industry.

Mandatory outcomes

Achievement of a level 3 apprenticeship in customer service will be assessed by verification through the appropriate awarding body.

You must complete a combined competence-based and knowledge-based qualification, along with the mandatory essential skills qualifications.

Mandatory essential skills

To successfully complete the apprenticeship, you must achieve the following essential skills qualifications as part of the apprenticeship, or already hold a recognised equivalent:

• application of number – level 2
• communication – level 2
• information and communication technology – level 2

Any qualifications you already have are assessed against the framework requirements and may result in an exemption from the above.

Competency and knowledge qualifications

You must complete a combined competency and knowledge-based qualification, chosen from the list below.

Combined competence and knowledge based qualification:

• Active IQ Diploma in Customer Service 601/3545/1
• BIIAB Diploma in Customer Service 601/3735/6
• City & Guilds Diploma in Customer Service 601/3564/5
• Highfield Diploma in Customer Service 601/4027/6
• iCQ Diploma in Customer Service 601/3687/X
• IMI Diploma in Customer Service 601/3457/4
• Pearson BTEC Diploma in Customer Service 601/3478/1
• ProQual Diploma in Customer Service 601/3577/3

Eligibility and entry to the programme

You must be a new employee, or an existing employee taking on a new role to take part in the programme.

Employers may apply their own criteria at the recruitment stage.

Entry to the level 3 apprenticeship is by progression from the apprenticeshipsni level 2 framework in customer service.

You may also enter the level 3 apprenticeship, subject to assessment by the training contractor and employer, if you've:

• already gained significant work experience in your occupational area, which could be considered as meeting the requirements of the level 2 customer service framework and can show you can achieve a level 3 standard
• previously achieved a relevant level 2 recognised vocational qualification that is a mandatory requirement of the Level 2 apprenticeshipsni customer service framework

See also the DfE operational requirements. 

Duration

Apprenticeship duration can vary and will be agreed between the apprentice, training contractor and employer.

Related knowledge

You must complete a suitable employee rights and responsibilities (ERR) workbook for this framework. Framework certification is issued on confirmation from training suppliers that the ERR has been completed.

Responsibilities

It's the training contractor /college's responsibility to make sure all components of this framework are delivered in line with apprenticeshipsni operational requirements.

The apprentice must be employed from day one.

Further information

The content of this framework (Framework No 396 Issue 12: 08/23) has been agreed by the Department for the Economy. 

For more information, contact:

• Department for the Economy - Apprenticeships Delivery and Performance Branch