Customer Service Excellence Level 3

Our Customer Service Specialist programme gives customer-facing agents the skills and confidence to transform their organisation’s customer service. Their key responsibilities involve acting as a referral point for dealing with complex or technical client requests, complaints, and queries. They’re experts in their company’s products and services, and in sharing customer insights with the wider team.

Participants will be working with customers in some capacity.

Additionally:

• Those without Level 2 English and maths will need to achieve this prior to taking the End-Point Assessment as part of the programme.
• For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3.
• A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.

The programme’s delivered in 6 modules across 13 months. Each module consists of three components, based on our learning methodology:

• Ignite: Online activities that participants complete before the Masterclasses, helping to engage them in the topic. Approximately 3 hours per module.
• Immerse: Masterclasses where participants get the opportunity to bring what they learn to life with practical activities and interact with other learners. 6 x ½-Day Masterclasses.
• Impact: Activities completed after the masterclass to help participants reflect upon their learning. They are also designed to capture evidence of the knowledge that has been gained, and the skills and behaviours that have been embedded. This helps to build the portfolio of evidence that participants need for their End-Point Assessment. The time requirement varies depending on the complexity of the activities per module, but equates to roughly 4 hours per month.

Customer Service Specialist Level 3 Apprenticeship

£4,000