Who is this apprenticeship suitable for?
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. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environments including contact centres, retail, webchat, the service industry or any customer service point.
Typical roles that this apprenticeship will support are Customer Relationship Manager, Customer Support Officer, Customer Service Supervisor, Customer Service Co-ordinator and Customer Service Team Leader.
Key apprenticeship information
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This apprenticeship is suitable for: Customer relationship managers, team leaders, supervisors -
Title of embedded diploma/qualification City & Guilds Level 3 Diploma for Customer Service Specialists
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End-point assessment organisation: City & Guilds
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How long will this apprenticeship take to complete: 15 months apprenticeship + 10 weeks End Point Assessment
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Cost: Non-levy employer contribution (5%) - £200 & levy paying employer contribution - £4000
What will you learn on the apprenticeship?
You’ll learn how to confidently analyse data and customer information to influence change and improvements in the service.
You will understand the complexities of the customer journey, and become an expert on the products, services and procedures to benefit the success of the business and your team.
We provide our partners with exceptional training in Customer Experience
“The apprenticeship has taught me how to set realistic and achievable targets and shown me how to write down my progress every step of the way. I learnt techniques to pen down the key points that I learnt from a session, and reflect upon how that information can practically apply to my everyday life”
Samir Riaz Khan – Booking.com, Level 3 Customer Service Specialist
We are rated as a ‘Good Provider’ by Ofsted
We are committed to delivering an outstanding teaching and learning experience. Our apprentices and employers benefit from our 20 years of experience, and the accreditations we have that certify our commitment to the apprenticeship sector.
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