Apprenticeships
Apprenticeship Standard - Level 3 Customer Service Specialist

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.

Apprenticeship Standard - Level 3 Customer Service Specialist

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.

Entry Requirements

English and Maths GCSE's grades 4/C or above or equivalent. Individual employers may have their own higher entry requirements.

Details

On an apprenticeship programme, apprentices will learn and develop a range of knowledge, skills and behaviours. These include:

  • Understand the impact your service provision has on the wider organisation and the value it adds
  • Understand how to analyse, use and present a range of information to provide customer insight
  • Understand how to find and use industry best practice to enhance own knowledge
  • Find solutions that meet your organisations needs as well as the customer requirements
  • Demonstrate a cost conscious mind-set when meeting customer and the business needs
  • Make recommendations based on your findings to enable improvement
  • Takes responsibility
  • Self development
  • Team working

End Point Assessment:

Apprentices without Level 2 English and Maths will need to achieve prior to taking the end-point assessment. The apprentice must complete all elements of the on programme learning to achieve the assessment gateway requirements. The EPA consists of 3 assessment methods:

  • Practical Observation with Q&A’s
  • Project Interview
  • Professional Discussion
Work Experience

As part of the apprenticeship there is a dedicated off the job learning requirement. This is a minimum of 6 hours per week for the duration of the apprenticeship.

Role Development:

  • Observing colleagues
  • Receiving mentoring
  • Shadowing
  • Training

Programme Development:

  • Teaching or learning the theory related to their roles
  • Coursework
Progression

On completion of this standard, apprentices can progress into a wide range of employment opportunities or further education.

Enquire Now

Share!

What our Students Say...
Middleton Campus
Rochdale Road, Middleton
Manchester, M24 6XH
0161 643 7560
Rochdale Campus
St. Mary’s Gate
Rochdale, OL12 6RY
01706 345 346