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  • Breadcrumb

    1. Home
    2. Employment, training and careers
    3. Looking for work
    4. Training programmes
    5. Apprenticeships
    6. Level 3 apprenticeship framework
    New Apprenticeship Image
    Apprenticeship Image

    Customer service - level 3 apprenticeship framework

    This framework sets out the standards and criteria you must meet to complete the apprenticeship programme and receive your apprenticeship certificate for level three customer service. This is the only level 3 training in this skill acceptable for apprenticeshipsni funding.

    New Apprenticeship Image
    Apprenticeship Image

    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

    For employers

    If you want to take on an apprentice or improve the skills of your employees to help your business work better, the Apprenticeships programme could be for you.

    Apprenticeships for employers
    (nibusinessinfo.co.uk website)

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    Level 3 apprenticeship framework

    • Accounting - level 3 apprenticeship framework
    • Active leisure, learning and wellbeing - level 3 apprenticeship framework
    • Agriculture - level 3 apprenticeship framework
    • Animal care - level 3 apprenticeship framework
    • Barbering - level 3 apprenticeship framework
    • Beauty therapy - level 3 apprenticeship framework
    • Business and administration - level 3 apprenticeship framework
    • Catering and professional chefs - level 3 apprenticeship framework
    • Children's care, learning and development - level 3 apprenticeship framework
    • Construction crafts - level 3 apprenticeship framework
    • Construction technical - level 3 apprenticeship framework
    • Contact centre operations - level 3 apprenticeship framework
    • Creative media - level 3 apprenticeship framework
    • Customer service - level 3 apprenticeship framework
    • Dental nursing - level 3 apprenticeship framework
    • Digital marketing - level 3 apprenticeship framework
    • Digital Telecommunications - level 3 apprenticeship framework
    • Driving goods vehicles - level 3 apprenticeship framework
    • Electrical power engineering - level 3 apprenticeship framework
    • Electrotechnical - level 3 apprenticeship framework
    • Engineering - level 3 apprenticeship framework
    • Equine industry - level 3 apprenticeship framework
    • Fire and security systems - level 3 apprenticeship framework
    • Floristry - level 3 apprenticeship framework
    • Food and drink - level 3 apprenticeship framework
    • Game and wildlife management - level 3 apprenticeship framework
    • Gas utilisation, installation and maintenance - level 3 apprenticeship framework
    • Hairdressing - level 3 apprenticeship framework
    • Health and social care - level 3 apprenticeship framework
    • Heating, ventilation, air conditioning and refrigeration (HVACR) - level 3 apprenticeship framework
    • Horticulture - level 3 apprenticeship framework
    • Hospitality - level 3 apprenticeship framework
    • Housing practice - Level 3 apprenticeship framework
    • Information Technology - level 3 apprenticeship framework
    • IT user - level 3 apprenticeship framework
    • Land-based engineering - level 3 apprenticeship framework
    • Logistics operations - level 3 apprenticeship framework
    • Management - level 3 apprenticeship framework
    • Nail services - level 3 apprenticeship framework
    • Pharmacy services - level 3 apprenticeship framework
    • Plumbing and heating - level 3 apprenticeship framework
    • Polymer processing operations - level 3 apprenticeship framework
    • Print - level 3 apprenticeship framework
    • Providing financial services - level 3 apprenticeship framework
    • Rail engineering - Level 3 apprenticeship framework
    • Retail - level 3 apprenticeship framework
    • Scientific technologies - level 3 apprenticeship framework
    • Spa therapy - level 3 apprenticeship framework
    • Sustainable resource management - level 3 apprenticeship framework
    • Travel services - level 3 apprenticeship framework
    • Vehicle body and paint - level 3 apprenticeship framework
    • Vehicle fitting operations - level 3 apprenticeship framework
    • Vehicle maintenance and repair - level 3 apprenticeship framework
    • Vehicle parts - level 3 apprenticeship framework
    • Vehicle sales - level 3 apprenticeship framework
    • Veterinary nursing - level 3 apprenticeship framework
    • Water and wastewater operations - level 3 apprenticeship framework
    • Youth work - level 3 apprenticeship framework

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