Customer Service Specialist Apprenticeship

Customer Service Specialist Apprenticeship 

Level: 3

Who is this qualification for?
The role of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. 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 environment including contact centres, retail, webchat, service industry or any customer service point.

How long will it take?
Minimum of 12 months

Topics covered
The apprentices’ journey begins with a period of learning, development and continuous assessment which covers the full range of knowledge, skills and behaviours required within the Customer Service Specialist environment. Knowledge covered includes:
• what continuous improvement means in a service environment and how your recommendations for change impact your organisation
• the impact your service provision has on the wider organisation and the value it adds
• your organisation’s current business strategy in relation to customers and make recommendations for its future
• the principles and benefits of being able to think about the future when taking action or making service related decisions
• a range of leadership styles and apply them successfully in a customer service environment

City & Guilds Level 3 Diploma for Customer Service Specialists
As part of this apprenticeship the learner will complete a standalone qualification for ‘City & Guilds Level 3 Diploma for Customer Service Specialists’. It aims to develop learners’ highly transferable set of knowledge, understanding and skills across a range of administrative practices and tasks, which can be applied to all industries. The objective of the qualification is to support a customer service specialist role in the workplace, providing the learners the opportunity to learn and evidence their knowledge and skills.

Assessment method
Apprentices are expected to achieve a number of End-point Assessments to conclude their apprenticeship.
•Apprenticeship Showcase
•Professional Discussion
•Practical Observation

English, ICT and Maths
Apprentices will need to achieve Level 2 in English and Maths prior to taking their End Point Assessment if equivalent qualifications have not already been achieved prior to enrolment. Some standards may require ICT.

Off the job training
Apprentices must complete 20% off-the-job training whilst on programme. Specific rules govern this, and it must take place in the apprentice’s contracted hours.

Cost and funding
Eligibility for funding will be established on an individual basis.

01722 332212
01722 332212