CUSTOMER SERVICE SPECIALIST APPRENTICESHIP

LEVEL: 3 APPRENTICESHIP
TYPE OF STUDY: FULL-TIME
EXAMINING BODY: VARIES, EMPLOYERS CAN SELECT THEIR CHOICE OF ORGANISATION FOR END POINT ASSESSMENT

This Apprenticeship is intended for individuals whose job role is dedicated to Customer Services including Customer Service Managers or Senior Advisors. In your role you will provide high quality products and services to both internal and external customers.

You will act as a referral or escalation point for dealing with more complex or technical customer requests, complaints, and queries. You will share knowledge with your wider team and colleagues. You will gather and analyse data and customer information that influences change and improvements in service.

Tutor led lessons on campus will support you towards development of knowledge, whilst also contributing to the required 20% off the job learning.

You will be also allocated an experienced assessor who will support your work based development in conjunction with your work place mentor/manager, and who will support you in producing a portfolio to evidence your knowledge and skills.

There are no formal entry requirements, however, before completion of your Apprenticeship, you must have achieved a Level 2 qualification in English and Maths. You must be employed in a suitable role to be able to evidence the skills areas as mentioned in the overview section.

How will I be assessed?
You will be assessed by an on-programme assessment of portfolio.

What progression opportunities are available?
Progression opportunities include a L3 Team Leader/Supervisor Apprenticeship or L5 Operations/Departmental Manager Apprenticeship.