Level 3 Customer Service Specialist Apprenticeship Standard

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.

SKILLS

• Business focussed service delivery
• Providing a positive customer experience
• Working with your customers/customer insights
• Customer service performance
• Service improvement

KNOWLEDGE

• Business knowledge and understanding
• Customer journey knowledge
• Knowing your customers and their needs/customer insight
• Customer service culture and environment awareness

BEHAVIOURS

• Develop self
• Ownership/responsibility
• Team working
• Equality
• Presentation
  

On-the-job training will involve practical observation with questions and answers and professional discussions supported by portfolio of evidence along with learning in the workplace. Off the job learning at HBTC may include sessions at the training centre, with follow up tasks being assigned in the workplace, time for assignments and research and specific training within the workplace.

One of the great things about this Apprenticeship is that it is work-based, so your allocated Assessor will visit you in the workplace on a regular basis to guide you through this qualification. If you're not exempt from English, IT and/or Maths, you'll need to come to our Training Centre to do your functional skills preparation, revision and exams. Every effort will be made to make sure that any training outside of your workplace is carried out at a convenient time for you and your employer.

Looking for employment?

If you're looking for a customer service role, we can find a brilliant placement for you and deliver this Apprenticeship alongside it. If interested, please call our Recruitment Team on 01482 211714 to arrange an interview.

Already employed?

If you're already employed in a customer service role, please give Chris Dolman a call on 01482 211714 to find out whether or not you are eligible to do an Apprenticeship alongside your current job.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.