Customer Service Specialist Level 3 Standard

Programme

This programme covers:

Customer service culture and environment awareness
Range of leadership styles
Recommendation for change
Business strategy
Customer expectations
Analyse and present a range of information
Customer journey

This programme is designed to develop:

Interpersonal skills
Communication
Influencing skills
Analyse customer feedback
Dealing with customer conflict and challenge
Customer experience
Legislation, regulations and industry best practice

End point assessment

The end point assessment is the show case of competency for the apprentice across all the knowledge, skills and behaviours. This will include:

Practical observation with questions and answers

The practical observation will be scheduled in their normal place of work to evidence their knowledge, skills and behaviours. This will be carried out by an independent assessor.

Work based project and interview

A written report on a project they have carried out. An interview with an independent assessor focusing on the project.

Professional discussion supported by portfolio of evidence

A structured discussion between the apprentice and the independent assessor on the portfolio of evidence.

Duration

The duration of the Customer Service Specialist apprenticeship will be 18 months. The minimum duration on programme before an apprentice can take the end point assessment is 12 months. It is the responsibility of the employer to ensure that every apprentice is given 20% of their paid hours as time to learn.

Qualification

The apprentice may be required to take Functional Skills maths and English at Level 1 if they do not already hold the equivalent GCSE grade 2-9 or (old system A* - E).

Job role

The Customer Service Specialist is designed for those who are dedicated to professional customer service within all sectors and organisation types.

Duties will vary between sectors, but in most cases they will be making sure that complex or technical customer complaints are dealt with in a positive and reliable way.

Additional duties may include:

Resolving problems
Keeping records
Influence change and improvements
Team work
Gather and analyse

Delivery

To help the apprentice, there will be a variety in the ways they will learn:

Workplace learning
Flexible start dates
One to one support from assessor to apprentice
Online learning environment to support learning throughout the apprenticeship
Monthly workshops to cover knowledge

Progression

The Level 4 Retail Manager Standard is available.

Link to professional registration

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at professional level.