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.
An apprenticeship in customer service is an excellent starting point for anyone interested in pursuing a career in this field. It provides a unique opportunity to acquire industry-specific qualifications and valuable hands-on experience while earning a salary. You’ll have the chance to work closely with experienced professionals in the customer service industry, meaning you’ll gain practical skills that make you highly employable and give you a head start in your career.
When you study with us you will automatically join our Business Career Excellence Hub, which is endorsed by leading employers who are actively involved throughout your whole training programme. Through guest lectures, company visits, work experience and recruitment events, you will have unrivalled access to potential employers – that means invaluable industry insight and numerous networking opportunities. You’ll study in purpose-built classrooms, designed to enhance your learning experience, and you’ll benefit from a wide range of facilities including our new boardroom and business suite. Your mentors will be experienced tutors and assessors who have worked in reputable firms and run their own businesses. They will guide you through your study programme and placement, and ensure you’re fully prepared for your next steps after college.
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:
Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision-making and providing recommendations or advice.
Resolve complex issues by being able to choose from and successfully apply a wide range of approaches.
Find solutions that meet your organisations needs as well as the customer's requirements.
Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes.
Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy.
Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction.
Demonstrate a cost-conscious mind-set when meeting customer and the business needs.
Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format.
Proactively gather customer feedback, through a variety of methods.
Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service.
Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions.
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.
You could progress to a management qualification, such as a team leader apprentice or an operational or departmental manager.
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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Category & Subject AreaApprenticeships Business and Management Business and Management Courses for 16 to 18-year-olds Courses for 16 to 18-year-olds Courses for adults Courses for adults
iAn interview is required for this course.
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