Course Duration
18 months
Location
Off Site
Course Cost
£ 0.00
Do I have to pay this fee? Other
Course Code
ST0278
Start Date
-
Start Time
-
Day
-
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Course Summary

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 environment including contact centres, retail, webchat, service industry or any customer service point.
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Course Requirements

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Entry Requirements

Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.

How Is It Assessed

An End Point Assessment will be required to achieve the apprenticeship. This consists of the following: Knowledge Test – An online multiple choice test Portfolio-based Interview – During the apprenticeship a portfolio of evidence is produced including evidence such as customer feedback, witness statements and reviews. This discussion will take place by an independent assessor around the portfolio evidence. Project Presentation – This is on a particular project of process that has been improved during the apprenticeship Unless exempt Level 2 Functional Skills in Maths and English are also undertaken which are assessed via online examinations and practical assessments.

How Is It Taught

Attendance: As this qualification is work-based no college attendance is required. It is required that 20% of working time is spent studying ‘off-the-job’ activities. Duration: 18-24 months Start date: Any time during the year.

What Could I do Next

On completion of your apprenticeship you will have gained the knowledge, confidence and abilities to carry out more complex administrative tasks and supervise others to achieve wider objectives of your organisation. If you are not already working in a supervisory position, this may be something you consider if the opportunity arises. You may wish to consider undertaking the Level 4 Higher Apprenticeship in Business and Professional Administration. You may wish to look at a leadership and management, or coaching and mentoring qualification to further enhance your leadership skills.
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Entry Requirements

Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.

How Is It Assessed

An End Point Assessment will be required to achieve the apprenticeship. This consists of the following: Knowledge Test – An online multiple choice test Portfolio-based Interview – During the apprenticeship a portfolio of evidence is produced including evidence such as customer feedback, witness statements and reviews. This discussion will take place by an independent assessor around the portfolio evidence. Project Presentation – This is on a particular project of process that has been improved during the apprenticeship Unless exempt Level 2 Functional Skills in Maths and English are also undertaken which are assessed via online examinations and practical assessments.

How Is It Taught

Attendance: As this qualification is work-based no college attendance is required. It is required that 20% of working time is spent studying ‘off-the-job’ activities. Duration: 18-24 months Start date: Any time during the year.

What Could I do Next

On completion of your apprenticeship you will have gained the knowledge, confidence and abilities to carry out more complex administrative tasks and supervise others to achieve wider objectives of your organisation. If you are not already working in a supervisory position, this may be something you consider if the opportunity arises. You may wish to consider undertaking the Level 4 Higher Apprenticeship in Business and Professional Administration. You may wish to look at a leadership and management, or coaching and mentoring qualification to further enhance your leadership skills.

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