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Contact Centre Operations Apprenticeship Level 3


What will I be doing?

The advanced apprenticeship in Contact Centre Operations is a natural progression from the level 2 apprenticeship, enabling you to enhance your knowledge of excellent customer service and telesales skills. The level 3 apprenticeship enables you to take on more responsibilities in your role, including supervising a team, and the qualification offers a variety of optional modules to give you full control over your studies. This apprenticeship will ensure you are ready and flexible enough to tackle any challenges that may arise in a contact centre.

Some of your daily duties could be:

      • Supervising customer service activities within a contact centre team
      • Coordinating customer communication processes in a contact centre environment
      • Managing incidents referred to a contact centre
      • Leading a sales or marketing team
      • Supporting your team members in identifying, developing and implementing new ideas

What qualifications will I get?

When you complete Contact Centre Operations Level 3, you will have earned the following qualifications:

      • Level 3 NVQ Diploma in Contact Centre Operations
      • Functional Skills in Mathematics (Level 1)
      • Functional Skills in English (Level 1)

purplebricks contact centre ops banner 

What are the entry requirements?

The Level 3 Contact Centre Operations apprenticeship does not have any formal entry requirements. However, you should be able to demonstrate some customer service knowledge and work experience, making the level 2 apprenticeship an ideal starting point.


What can I do afterwards?

After completing this apprenticeship, you will be more confident and better equipped to thrive in a contact centre environment. You may look for work as a contact centre team leader, a telesales advisor or an inbound or outbound sales agent, amongst other roles.




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