Apprenticeship Standard

Customer Service Specialist Level 3

This Apprenticeship is for Customer Service Specialists in any sector or organisation, working in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

They will be a real advocate for Customer Service and will be a key referral point for dealing with complex or technical customer requests, complaints, problems or queries.

As a professional in customer support, they will gather and analyse data and customer information that will influence change and improvements in Customer Service.

Typical job roles: Customer Service Specialist, Customer Service Team Leader, Customer Service Executive

Level

Advanced

Apprenticeship Duration

Minimum 15 months

Training method

Blend of online and classroom

Casestudy overlay
What to expect from Skills Training UK
  • Course content customized for your organisation and its goals.
  • Support from a dedicated trainer who will support with learning, skill competency and developing evidence for assessment.
  • Individual support and mentoring to make every apprenticeship a success.
  • Access to our virtual learning environment with virtual classes, on-demand videos and tasks to reinforce learning.
What does an employer need to do?
  • provide the learner with the opportunity to take part in work and projects which to produce a portfolio of evidence required for Apprenticeship assessment and completion.
  • Take part in progress reviews at regular intervals.
  • Have some involvement in the project(s) being undertaken.
  • Allow the apprentice an agreed amount of classroom time.

What is included in the Standard?

Knowledge

  • Business knowledge and understanding – continuous improvement, business strategy and leadership styles
  • Customer journey – end-to-end experience, identify pain points, escalation
  • Customer insight – loyalty, retention and satisfaction, insight data, culture and emotions
  • Customer service culture and environment awareness – regulatory considerations, understanding the role of customer service in your business.

Skills

  • Business-focused service delivery – continuous improvement, resolving complex issues, solutions focus
  • Providing a positive customer experience -explore and interpret customer experience to influence positive results for the customer and company, be cost aware.
  • Working with your customers – gather feedback, analyse customer data
  • Customer service performance
  • Service improvement

Behaviours

  • Develop self–Keep industry and best practice knowledge and skills up-to-date..
  • Ownership and responsibility – Take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation. Exercises proactivity and creativity.
  • Team working – Adopt a positive and enthusiastic attitude. Be adaptable and flexible to your customer needs.
  • Presentation – Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction.

Eligibility criteria

Organisations are likely to select individuals with good inter-personal skills and experience of working with customers. You must achieve Level 2 English and maths prior to taking the end point assessment.

Qualifications and professional recognition

Level 3 competency.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

End Point Assessment

The end-point assessment consists of three elements, scored at distinction, merit, pass or fail:

  • Practical observation
  • Work-based project (supported by interview)
  • Professional discussion

“I’ve learnt how to be much more proactive and assertive and feel a lot happier, not just in the way I’ve fitted into my new role, but by being more confident and using the new skills I’ve learnt to do my job better – which is a great feeling!"

Lisa Walsh, Customer Service Supervisor, Youngman Group

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