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Customer Service Specialist Apprenticeship – Level 3

Customer Service Specialist Apprenticeship – Level 3

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Customer Service

  • Course aim

    The Customer Service Specialist is 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.

    Apprenticeships provide focused and applied training  for those who already have a strong interest in a job or industry.  Not everyone is suited to university style learning and apprenticeships provide a practical approach to obtaining training and experience.  

  • Course content

    No formal qualification will be completed as part of this apprenticeship programme but will include extensive Knowledge Skills and Behaviour development to ensure the apprentices is ready for the end synoptic test through the EPA process.

    • The Customer Journey
    • Knowledge of your customer and their needs
    • Customer Service culture and environmental awareness
    • Focus of business
    • Positive customer experience
    • Customer insight
    • Personal development
    • Teamwork
    • Equality at Work

  • Course assessment

    The Apprentice will attend college one day per week and also be visited by the Tutor in the workplace. Regular meetings will also take with the workplace Manager.

     

     Where a customer service specialist has not already achieved Level 2 English and Maths, they must do so before taking the end-point assessment.

  • 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. The Apprenticeship programme can also be delivered to existing members of staff.

    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 Apprenticeships 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.

  • Benefits to apprentices

    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. 

     

    The Government is committed to ensuring that everyone is able to benefit from the life changing opportunities of an apprenticeship. Apprenticeships are opening the door to professions that used to only be an option for people with a traditional degree.  

  • Course aim

    The Customer Service Specialist is 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.

    Apprenticeships provide focused and applied training  for those who already have a strong interest in a job or industry.  Not everyone is suited to university style learning and apprenticeships provide a practical approach to obtaining training and experience.  

  • Course content

    No formal qualification will be completed as part of this apprenticeship programme but will include extensive Knowledge Skills and Behaviour development to ensure the apprentices is ready for the end synoptic test through the EPA process.

    • The Customer Journey
    • Knowledge of your customer and their needs
    • Customer Service culture and environmental awareness
    • Focus of business
    • Positive customer experience
    • Customer insight
    • Personal development
    • Teamwork
    • Equality at Work

  • Course assessment

    The Apprentice will attend college one day per week and also be visited by the Tutor in the workplace. Regular meetings will also take with the workplace Manager.

     

     Where a customer service specialist has not already achieved Level 2 English and Maths, they must do so before taking the end-point assessment.

  • 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. The Apprenticeship programme can also be delivered to existing members of staff.

    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 Apprenticeships 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.

  • Benefits to apprentices

    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. 

     

    The Government is committed to ensuring that everyone is able to benefit from the life changing opportunities of an apprenticeship. Apprenticeships are opening the door to professions that used to only be an option for people with a traditional degree.  

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