Customer Service Specialist - Level 3 Advanced Apprenticeship (Starting between August 2021 and July 2022)

Start Date: Starts 01/08/2021-31/07/2022


Course Overview

A Level 3 Customer Service Specialist will be a ‘professional’ for direct customer support within all sectors and organisation types. You will be 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.

Work Experience & Industry Placements

Industry related employment is required to complete this apprenticeship.

Qualification Gained

Qualification in Customer Service Level 3

What Will I Learn

You will develop your knowledge, skills and behaviours to allow you to fully understand the customer journey to meet their needs, how the business culture and regulations affect service delivery, obtain customer feedback and provide solutions to resolve any issues with reduced impact for the customer and the business

Teaching Learning and Assessment

You will be supported by an Assessor who will carry out regular reviews and assessment of your knowledge, skills and behaviours. Online support materials, and lessons are available to develop your knowledge.