Course Summary
The Level 3 Customer Service Specialist Apprenticeship is designed for service professionals who deliver high quality products & services to the internal & external customers of their organisation. It is is aimed at individuals who have a career in a customer facing role.
It is suitable for all age group, in any type of environment including contact centres, retail, webchat, service industries or any customer service point. As part of the role the customer specialist acts as a point of contact to support customers and colleagues with complex requests, complaints and queries, also implementing changes to improve services.
The Customer Service Specialist programme will develop the knowledge, skills and behaviours of the apprentice, successful completion will lead to eligibility to join the Institute of Customer Service as an individual member at professional level.
Course Content
The qualification is delivered over an 18 month period through on & off-the-job training, with regular tutor contact & visits to the workplace.
On completion of the study programme, End Point Assessment (EPA) is undertaken with the chosen exam board, this is in 3 separate stages:
*Work-based Project & Interview- a work-based service improvement project is completed with a minimum of 2500 words, excluding annexes
*Practical Observation with an examiner, with a minimum duration of 1 hour
*Professional Discussion with an examiner, supported by portfolio of evidence, which is developed throughout the course, with a minimum duration of 1 hour
Course Assessment
A work-based project (supported by an interview)
A professional discussion (suported by portfolio evidence)
A practical observation with questions and answers
Employer Benefits
Training for your apprentice is flexible and you can choose how the apprenticeship is delivered to ensure it fits alongside your business needs.
Qualifications
Customer Service Specialist Apprenticeship Level 3
Progression
On successful completion, there is the opportunity to progress to Business or Team Leading apprenticeship.
Entry Requirements
Employment opportunities to meet the evidence requirements of the standard
