Standard Level 3 Customer Service Specialist (Available throughout the year)

Course Summary

To enrol onto this apprenticeship, you must have an employer who is willing to support you throughout the duration of your training and end point assessment.

This apprenticeship is ideal for individuals progressing their career and for those in advanced customer service roles who act as representatives for their organisation.

The apprenticeship focuses on the following course content:

Knowledge
- Business knowledge and understanding
- Customer journey knowledge
- Meeting regulations and legislation
- Knowing your customers and their needs/customer insight
- Customer service culture and environmental awareness
- Product and service knowledge

Skills
- Business focused service delivery providing a positive customer experience
- Working with your customers/customer insights—Customer service performance
- Service improvement

Behaviours
- Developing self
- Ownership/responsibility—Team working
- Presentation – dress code and professional language
- Equality – treating all customers as individuals

Entry Requirements

GCSE Grade 4 or above in English or Maths, or equivalent qualifications.

How Is It Assessed

The End Point Assessment for the apprenticeship consists of a work-based project supported by an interview, practical observation with questions and answers and a professional discussion supported by a portfolio of evidence.

How Is It Taught

During the practical period, you will have training delivered by a Skills Coach and will be set tasks to support your off the job learning.

What Could I do Next

On completion of this apprenticeship you may wish to consider the following courses to help progress your career: Level 3 HR Support, Level 4 Sales Executive or Level 4 Diploma in Customer Service.

What Else Do I Need To Know

You will be assigned a Skills Coach who will visit and support you in the workplace and complete progress reviews in preparation for your End Point Assessment.