Customer Service Specialist Apprenticeship Level 3
This apprenticeships programme is ideal if your job is dedicated to customer service, for example Customer Relationship Managers, Co-ordinators and Team Leaders. You will develop your skills in communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, keeping records, gathering customer feedback, working in a team, developing complementary technical skills according to the job role.
Entry requirements
Grade requirements: You will need to have achieved 3 GCSEs A*-C or 9-4 including English and maths, or equivalent.
Other requirements: You should have a keen interest in providing excellent customer service and working as part of team. You should also demonstrate a ‘can do’ attitude, and have basic numeracy and literacy skills with which to build your customer service skills. It is expected that you will also have some prior experience in a customer service role, although this is not a formal requirement.
Course content
During this apprenticeship you will study a range of topics, including:
- Business knowledge and understanding
- Customer journey knowledge
- Knowing your customers and their needs/ customer insight
- Customer service culture and environment awareness
- Business focused service delivery providing a positive customer experience Working with your customers/customer insights
- Customer service performance
- Service improvement
- Develop self
- Ownership/responsibility
- Team working
- Equality
- Presentation
Assessment methods
The competence element of the Diploma is assessed in the workplace.
Qualifications
You will gain the following qualifications:
Customer Service Specialist Level 3
Plus…
- Employment Rights and Responsibilities
- Functional Skills in English and maths (if needed)
- Personal, Learning and Thinking Skills
Further study and career options
Further study: Upon successful completion of this apprenticeship, with support and opportunities in the workplace, you can progress on to…
- a Higher Level Apprenticeship programme in Contact Centre Management, Business
- Professional Administration or Leadership & Management
- further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality
- a range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes
- a range of Customer Service and other Professional Qualifications, including a Level 4
- Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a
- Foundation Degree in Contact Centre Management.
Future careers: With additional training, you may be able to progress in your career to roles including senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.
Additional information
There are two delivery models available for this framework:
Delivered in the workplace apart from functional skills (if required) for which college attendance will be required for two hours each week and for exams.
Workplace assessment plus college attendance one day per week for underpinning knowledge and functional skills (if required).