Become an advocate for excellent customer service with our Customer Service Specialist Apprenticeship standard. Work with our highly experienced Trainers and Tutors who all have extensive industry experience, to develop your knowledge and skills.
The Customer Service Specialist Apprenticeship is suitable for those who are a referral point for dealing with more complex or technical customer requests, complaints and queries. This could be in many types of environments including contact centres, retail, webchat, service industry or any customer service point.
Apprentices on this standard need to be in roles where they can demonstrate more advanced interpersonal skills, and have experience of working with customers in some capacity.
The entry requirement for this apprenticeship will be decided by each employer.
Apprentices who have not achieved an A*-C GCSE (or equivalent) in mathematics and English GCSE are required to gain Functional Skills in English and mathematics at Level 2 as part of this apprenticeship.
There will be a mix of face-to-face interactions, as well as virtual and digital learning with ongoing support from your Tutor.
Level 3 Customer Service Specialist
You will typically spend 13 months undertaking a detailed programme of learning and development managed by your employer and training provider. You will attend a series of training sessions with your Tutor and Trainer, which is classed as off-the-job training. You will also be trained whilst in the workplace by your employer, this is called on-the-job training.
Once your manager and tutor agree that you are ready for the end point assessment and you have achieved all required elements, you will progress through the gateway to undertake the end point assessment methods listed above.
This will typically last 2 – 3 months and will involve you completing each assessment method.
The apprenticeship includes Fail, Pass and Distinction grades which are awarded at the end point assessment. The final grade is based on the overall performance in the Practical Observation, Work-Based Project and Professional Discussion.