Apprenticeship Standard - Level 3 Customer Service SpecialistApply Now
Job roles include: Customer Service Specialist, Customer Service Advisor, Call Agent and Sales Executive
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.
L3 Customer Service Specialist Apprenticeship
Individual employers will identify any relevant entry requirements in terms of previous qualifications.
Initial assessment and diagnostic testing on English and maths will take place prior to commencement of the apprenticeship (Unless already achieved A-C, 4-9 GCSE or equivalent English & maths).
Apprentices without Level 2 English and Maths will need to achieve this prior to taking the end-point assessment.
THE CUSTOMER SERVICE SPECIALIST APPRENTICESHIP PROVIDES THE OPPORTUNITY TO LEARN AND DEVELOP A RANGE OF KNOWLEDGE, SKILLS AND BEHAVIOURS INCLUDING:
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
Consider personal goals related to service and take action towards achieving them
Share knowledge and experience with others to support colleague development
Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
On completion of this standard, apprentices can progress into a wide range of employment opportunities or further education.