Level 3 Customer Service Specialist Apprenticeship

Level 3 Customer Service Specialist Apprenticeship

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  • Course Overview
  • Entry Requirements

As a customer service specialist you will be a professional for direct customer support within a variety of sectors and organisations. You will act as a referral point for dealing with complex queries, complaints and requests. You will be an expert in your company’s products and/or services.

Subjects you may cover include:
• Having an understanding of continuous improvement within a service environment and how recommendations for change impact the organisation
• Understanding the impact, the service provision has on the wider organisation and the value it adds
• Understanding your organisations current business strategy
• Understanding a range of leadership styles and apply them successfully in a customer service environment
• Understand and critically evaluate the possible journeys of your customers including challenges and the end-to-end experience
• Understand commercial factors and authority limits for delivering the required customer experience
• Understand how your behaviour may require different approaches from you
• Understand how customer expectations can differ between cultures, ages and social profiles
• Demonstrate a continuous improvement and future focused approach to customer service delivery including decision making and providing advice and recommendations
• Provide a positive customer experience
• Manage challenging and complicated situations within your level of authority
• Demonstrate a cost conscious mind-set when meeting customer and business needs
• Gather and analyse data and customer information that influences change and improvements

As a customer service specialist you will be a professional for direct customer support within a variety of sectors and organisations. You will act as a referral point for dealing with complex queries, complaints and requests. You will be an expert in your company’s products and/or services.

Subjects you may cover include:
• Having an understanding of continuous improvement within a service environment and how recommendations for change impact the organisation
• Understanding the impact, the service provision has on the wider organisation and the value it adds
• Understanding your organisations current business strategy
• Understanding a range of leadership styles and apply them successfully in a customer service environment
• Understand and critically evaluate the possible journeys of your customers including challenges and the end-to-end experience
• Understand commercial factors and authority limits for delivering the required customer experience
• Understand how your behaviour may require different approaches from you
• Understand how customer expectations can differ between cultures, ages and social profiles
• Demonstrate a continuous improvement and future focused approach to customer service delivery including decision making and providing advice and recommendations
• Provide a positive customer experience
• Manage challenging and complicated situations within your level of authority
• Demonstrate a cost conscious mind-set when meeting customer and business needs
• Gather and analyse data and customer information that influences change and improvements

GCSEs in Maths and English at a grade C/4 or equivalent. This qualification is suitable for Individuals who have prior knowledge and experience of working within a customer focused environment.

Course Summary

Length of study:
18 Months

Starting:
Anytime

Course level:
Level 3

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