The main purpose 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 organisations 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.
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Course Description
What will I study on this course?
Content topics include:
- Knowledge - Business knowledge and understanding, customer journey knowledge, knowing your customers and their needs/customer insight, customer service culture and environment awareness
- Skills - Business-focused service delivery, providing a positive customer experience, working with customers and insights, customer service performance, service improvements
- Behaviours - Developing self, ownership/responsibility, team working, equality, presentation
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Entry Requirements
You will need:
- An employer lined up who is starting you as an apprentice
- English and maths GCSE grade 4/C or above or equivalent
- An interview and Initial assessments will be carried out to determine suitability to work at this level.
- Your job role should be for at least 30 hrs per week, although we can consider part time roles.
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Course Length
How long is this course?
15 Months
When does this course start?
If you have an employer and they want you to start an apprenticeship, please apply below
How many hours / days per week is this course?
Flexible but you need an employer to commence the apprenticeship. You may be required to attend monthly campus workshops to cover the knowledge aspects of your apprenticeship
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Additional Information
What qualification will I achieve?
Customer Service Specialist Level 3 Apprenticeship
How is my course assessed?
- You will build an e-portfolio of evidence and will be assessed in the workplace using a range of methods, for example written assignments, case study work, reflective accounts and practical observation etc.
- An Assessor will visit you in the workplace on a regular basis in order to support you.
- The end point assessment is carried out by an independent and impartial assessor and includes: Practical observation with Q & A's, work based project, supported by an interview and a professional discussion support by a portfolio of evidence.