Customer Service Specialist Apprenticeship
As a customer service specialist, you are an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems.
As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environments including contact centres, retail, webchat, service industry, or any customer service point.
We offer various start dates, please contact us for further information.
The course covers several different areas, which will build your knowledge, skills and behaviours. Below is an example of some of the topics you will cover:
- Business knowledge and understanding
- Customer journey knowledge
- Customer service culture and environment awareness
- Providing a positive customer experience
- Working with your customers/customer insights
- Ownership/responsibility
- Team working
- Equality
The course is completed through End Point Assessment which is covered through the following components: - observation, project report, and portfolio interview. This is carried out by an independent assessor from the awarding body.
This is a work-based qualification so all the learning will be delivered in the workplace.
You will have 6 weekly appointments with a Skills Development Coach – this is done through a mixture of face to face and Zoom/Skype/Microsoft Teams.
On successful completion, you will achieve Customer Service Specialist level 3 Advanced Apprenticeship
You must be employed in a customer service role.
You must have a GCSE grade 4/C or above or equivalent in English and maths.
There is no fee for the learner. For information on costs to the employer, please contact us.
