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.