European Social Fund

LEVEL 3 CUSTOMER SERVICE SPECIALIST

Duration: 15 months
Level: Level 3
Last Updated: 07-02-21

The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. As an apprentice, you will be an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

WHAT WILL I LEARN?

Typically, but not exhaustive to - you will learn: 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 and service improvement.

 

HOW WILL I BE TAUGHT?

You will be fully work-based-learning - which means you will be fully in the work place to train and learn. Our work based tutors will visit you in the work place to review tour progress.

HOW WILL I BE ASSESSED?

You will be assessed throughout your apprenticeship by a mix of on-the-job and off-the-job training, portfolio work and an End Point Assessment.

WHAT CAN I DO NEXT?

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

ENTRY REQUIREMENTS

Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.

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