Customer Service Specialist Apprenticeship – Level 3

Course content

The apprentice will study the core knowledge, skills and behaviours as laid out in the apprenticeship plan.

This will include a thorough and in-depth knowledge of the business, understanding of the customer journey and customer experience as well as provide an insight into the development opportunities of products and services.

This course will also support a development of self-awareness, ownership and responsibility as well as build on team work and effectiveness.

What qualification will I get?

Level 3 Customer Service Specialist.

Course assessment

Apprentices are supported in the workplace by Practitioners from the college who attend the workplace to carry out training and assessments. There is no requirement for them to attend college. The rest of the training will take place in the workplace with in-house training supported by the employer.

Our Apprenticeship Practitioner will visit and observe the apprentice in practice.

• Knowledge – Apprentices attend work-based training supported by the college staff and are able to access the college’s online learning environment where specially prepared learning materials are available 24/7.
• Skills and Behaviours – This development will be led by the employer in the workplace. College practitioners will visit the workplace to observe the apprentice undertaking their normal on-the-job duties, and complete reviews to make sure the apprentice is staying on track with their work. In conjunction with the employer and the apprentice, the practitioner will develop a delivery plan to show what knowledge units are being studied, what evidence needs to be prepared and supported ahead of the next practitioner visit.

Benefits to employers

Hiring an apprentice is a productive and effective way for any organisation to grow talent and develop a motivated, skilled and qualified workforce. Hiring an apprentice can help you improve productivity and reduce staff turnover.

There’s a wide selection of apprenticeships available, covering lots of different job roles to help you choose a qualification that suits your business needs. This helps you match the skills of the employees to the skills that you need.

Benefits to apprentice

As an apprentice you will work alongside experienced, skilled staff, you will gain job-specific skills and training, you will earn a wage and get holiday pay whilst you train.

Fees

If you have less than 50 staff and the apprentice is between 16-18 then the apprenticeship will be fully funded, you will only need to pay for the apprentice’s wages. If you choose to recruit an apprentice who is 19 or above, you will be required to pay 5% of the cost of the apprenticeship (the government will fund 95%).

If you are a large employer with 50+ staff, you will be required to fund 5% of the apprenticeship costs regardless of the age of the learner. Employers with a wage bill of over £3 million will pay the cost of the apprenticeship through the apprenticeship levy. For more guidance on this please refer to our website.