Level 3
Customer Service Specialist, Apprenticeship
Level 3
Customer Service Specialist, Apprenticeship
This apprenticeship is designed to provide you with the necessary skills and knowledge to progress in the field of customer service. You will learn how to deal with more complex situations, including queries and complaints, and you will act as a referral point for all sectors in an organisation. You will develop exceptional communication skills and a high level of professionalism. You will gain a deep understanding of customer needs and expectations, learning how to handle various situations and deliver personalised solutions. You will also gather and analyse customer feedback and information to implement changes in service. On completion of your apprenticeship, you will be well-placed to progress to senior roles in the customer service industry.
Show more...WHAT DOES THIS COURSE INVOLVE
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.
You will often be 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.
Skills an apprentice will learn:
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Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision-making and providing recommendations or advice.
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Resolve complex issues by being able to choose from and successfully apply a wide range of approaches.
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Find solutions that meet your organisations needs as well as the customer's requirements.
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Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes.
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Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy.
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Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction.
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Demonstrate a cost-conscious mind-set when meeting customer and the business needs.
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Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format.
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Proactively gather customer feedback, through a variety of methods.
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Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service.
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Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions.
ASSESSMENT METHOD
The end-point assessment consists of three parts. The practical observation takes place in the last three months and will be an observation of your work in the workplace.
The work-based project and interview occurs in the last two months of the apprenticeship and will involve the submission of a project.
The professional discussion reviews the portfolio of evidence that has been developed during the programme.
FUTURE OPPORTUNITIES
You could progress to a management qualification, such as a team leader apprentice or an operational or departmental manager.
ENTRY REQUIREMENTS
Maths and English at grades 9-4. You will also need to be in relevant employment, but we can help you find this. To be an apprentice, you will need to find a suitable employer. Click here for advice: How to Apply
WHAT DO I DO NEXT?
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Ready to apply – please use the ‘apply now’ button at the top of this page.
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I have a quick question – use our Live Chat facility on the bottom right of this page.
Full Fee: £0.00 ?
Supported Fee: £0.00
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