Customer Service Specalist Apprenticeship – Level 3

Course Code: IAS278
Course Duration
1 Year
Course Type
Haybridge Road, Telford
Course Level
About the course

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service.

This Apprenticeship covers three key areas:

• Business knowledge and understanding
• Customer journey
• Customer insights
• Customer service culture
• Environmental awareness

• Business focussed service delivery
• Customer experience
• Customer insights
• Customer service performance
• Service improvement

• Ownership/responsibility
• Developing self
• Team working
• Equality
• Presentation

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Many apprentices remain employed with the company and move onto a Level 4 qualification in their chosen field, HR, Sales Executive or Business Administration.

• GCSE grade 4-9, Functional skills level 2
• Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity.

elford College works with the employer to create a specific development plan to meet the apprenticeship standards which the apprentice is expected to work towards. Whilst working to the plan in the workplace the apprentice will track the journey mapping to the require standards showing
valuable knowledge, skills and practical experience gained.

Alongside an off the job record highlighting all the learning that has taken place (a min of 20% of the duration of the apprenticeship).

Our Personal Tutors will deliver high-quality face-to-face, e-learning, and coaching and provide all the resources your employee will need to progress quickly. Our intuitive
e-learning portal (Smart Assessor) will really bring the subject to life through interactive learning tools, access to
complementary online resources, as well as provide real-time learner information so that you will always know what your employee is learning and how they are

Curriculum Area
Relevant file
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