Customer Service Specialist Advanced Apprenticeship

Year 1

The level 3 apprenticeship programme will require you to develop your skills, knowledge and behaviours in a customer facing environment and achieve a series of standards to prove your competence. This is portfolio-based and assessed in the workplace. This is delivered via e-learning and classroom delivery with support from your Assessor. You may also be offered additional support to complete functional skills if you haven’t achieved a level 1 or 2 qualification in both maths and English. Examples of standards include knowing your customer, understanding the business, sales/promotion, marketing, financial requirements, legislation, product and service awareness, brand awareness, communication skills, team working and the customer experience, all at a more advanced level than level 2.

In the second year of the apprenticeship you will continue to develop your skills, knowledge and behaviours to be an expert in your organisation’s products and/or services, able to share knowledge with your wider team and colleagues. 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. You will also continue to develop your portfolio of evidence and prepare for your independent end point assessment.