Apprenticeship Customer Service Specialist Advanced Level 3
NVQ
Online
Description
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Type
NVQ Level 3
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Methodology
Online
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Duration
18 Months
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Start date
Different dates available
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Online campus
Yes
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Delivery of study materials
Yes
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Support service
Yes
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Virtual classes
Yes
The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. As an apprentice you will be training to become 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 environment including contact centres, retail, webchat, service industry or any customer service point.
Facilities
Location
Start date
Start date
About this course
Suitable for someone who may have some previous experience in customer service or administration, who wants to move up to the next level.
Individual employers will set their own entry requirements for their Apprenticeship. Candidates will likely require four GCSEs at grades 9-4 (formerly A*-C), including English and maths, or other relevant qualifications and experience. Candidates must also demonstrate an interest in Customer Service
Awarding Body
EDEXCEL
What courses can I do after this?
Upon successful completion of this apprenticeship, you could consider a Team Leader or Management or Project Manager apprenticeship subject to a suitable job role. Or you could consider a part time ILM or CMI management course.
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This centre has featured on Emagister for 14 years
Subjects
- Customer Service
- Industry
- Problem Solving
- Managing situations
- Business processes
- Analysing
- Behaviour
- Internal
- External
- Professional
Course programme
Key skills covered include:
Business focused service delivery: strategy, implementation, improvements
- Providing a positive customer experience: the whole customer experience, how business processes impact, problem solving, managing situations
- Working with customers/customer insights: internal and external customers, behaviours, customer loyalty, different customer types and expectations, analysing feedback
Working with customers/customer insights: internal and external customers, behaviours, customer loyalty, different customer types and expectations, analysing feedback
Customer service performance: maintaining positive relationships, managing referrals or escalations
Service improvement: analyse the end to end service, offer recommendations, keep up to date with changes in relevant legislation, regulations and industry best practice, teamwork
Additional information
Apprenticeship Customer Service Specialist Advanced Level 3