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City & Guilds Level 3 Diploma in Contact Centre Operations

Course Code: C3884
Campus: Employers Premises
Week Commencing: 27 Aug 18
18/19 Academic Year End Date:
25 Aug 19


This qualification comprises of a competence framework and knowledge based framework which together when achieved make up the overall ApprenticeshipsNI qualification. The knowledge element gives learners the opportunity to learn, develop and practice skills required to make an effective contribution to a contact centre environment. Units in the qualification cover all areas of working in a contact centre including aspects of sales, communication, customer support and IT. The competency framework covers the basic elements of how to deliver an excellence customer experience and will equip you with the necessary skills to work and support customer service delivery. The following areas that can be covered within this qualification: Comply with health and safety procedures in a contact centre, Improve personal effectiveness at work in a contact centre, Use systems and technology during customer contact in a contact centre, and Deliver customer service through a contact centre. All learners will cover the mandatory core units and then a choice of optional units. Level 3 will suit you if you are working in a contact centre and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring work meets the required standard.

Entry Requirements


An Apprentice needs to be employed or be about to take up paid employment as an apprentice with a Northern Ireland company and be working a minimum of 21 hours per week (which includes off-the-job-training). Also as an apprentice, you must be the minimum school leaving age in Northern Ireland. Furthermore, please refer to the College’s admissions criteria, which are outlined at the beginning of this document.


Tuition Fee


All fees are set in accordance with DfE regulations.

Important Information

Opportunities and Progression

This qualification could lead to jobs such as: Customer Service Advisor, Team Leader, Customer Services Manager. Also on successful completion of this Level 3 Apprenticeship you can in your current employed position progress to a Higher Level Apprenticeship with your employer’s support.

Contact Information


Centre for Skills & Apprenticeships, tel: 028 9026 5219 or email: [email protected]