Customer Service Specialist Apprenticeship Level 3
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 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.
Entry requirements
Individual employers set the selection criteria, but this is likely to include 5 GCSEs, including Maths and English, although some employers will accept other relevant qualifications and experience, including a relevant Level 2 qualification. Apprentices without English or Maths at Level 2 must achieve this prior to taking the end point assessment.
Course content
This apprenticeship consists of the following units:
- Business Knowledge
- Customer Journey
- Knowing your Customers insights and needs
- Positive customer experience
- Customer service culture and environment
- Customer service performance
- Customer service improvements
Assessment methods
EPA will be interview on showcase portfolio, discussion on project improvement and observation.
Qualifications
Level 3 Customer Service Specialist Apprenticeship.
Further study and career options
Upon successful completion of this apprenticeship, with support and opportunities in the workplace, you can progress on to a management qualification.