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Apprenticeships - Level 3 Apprenticeship Standard 262 - Emergency Service Contact Handling

Retail and Commercial Enterprise

Retail and Commercial Enterprise
Retail and Commercial Enterprise
We are only accepting one application per candidate.

What will you be working towards?

Code 59364
Qualification Type Apprenticeship
Qualification Level Level 3
Course type Full Time


This apprenticeship is ideal for those working in the emergency services sector as a call handler. The programme is tailored to suit this specific job role, skills, knowledge and behaviours and working methods and will highlight areas for development.


What you will study

Diploma in Customer Service Level 3

Mandatory Units:

* Deliver customer service
* Understand customers
* Principles of customer service
* Understand employer organisations
* Manage personal performance and development

Optional Units:
These are pre-selected in line with the requirements of the End Point Assessment (EPA) for Apprentices completing this qualification and, in line with job role, knowledge, skills and behaviours.

Functional Skills in English and Maths. These are key elements of your Apprenticeship and are essential to the role of a customer service practitioner. If you do not already have a GCSE at grade A*-C (or new grade 9-4) in these subjects you will be required to study Functional Skills at the appropriate levels. Maths and English skills will support your apprenticeship programme, assisting you with assignment writing, research, job applications, and data analysis, to mention just a few.

Most employers look for ability in these areas and the majority of university courses require you to have Maths and English GCSEs at A*-C (or new grade 9-4). This is why the development of Maths and English is so important, whatever your field of study.

How will it be delivered?

Assessments will take place both in the workplace and at college, using an online e-portfolio.

An 'End Point Assessment' (EPA) will also take place by an approved awarding body.

You will attend college for an induction at the start of your apprenticeship, which includes an assessment of your maths and English to determine your current abilities.

Entry requirements

English and maths GCSEs at grade A*-C (or new grade 9-4).

If you do not have these, we can support the development of your maths and English skills through completion of Functional Skills in the relevant subject.

You should also be working in a role that corresponds with the study program, which involves senior customer interaction in a relevant emergency contact centre (Police, Fire or approved NHS emergency contact centre).

Your next steps...

Further Study

Successful completion of this apprenticeship will allow you to progress to Higher Education studies at Level 4 and above, including Foundation Degrees. This apprenticeship will also support progression to other related occupational areas, such as Business Administration or Marketing, to give some examples

Career Opportunities

This apprenticeship will assist your career progression with your employer, within customer service, team leading and management, as well as providing opportunities to develop your skills in other business-related roles.


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