Logo-AllWhite.png

 CUSTOMER SERVICE 

APPRENTICESHIPS

LEVEL 3
 CUSTOMER SERVICE SPECIALIST 

Start date: Flexible

Typical duration: 12 Months

 

Excellent customer service gives an outstanding experience to all of your clients and our Customer Service Specialist apprenticeship is designed to reach the highest levels of customer experience.

This apprenticeship is particularly aimed at individuals who are more experienced customer service agents with the skills needed to respond to more complicated, ongoing customer issues. It can be offered independently or as a progression from L2 Customer Service Apprenticeship.  

Our expert training covers topics such as; creating excellent customer experiences, service delivery, service improvement, understanding customer need and customer insight. This supports an individual to develop outstanding customer service skills across different types of communication such as; face-to-face, telephone, email, online messenger, social media or post.

We use a blended delivery model that includes both online and in-person support from an experienced development coach who helps individuals reach their potential in providing outstanding customer service.

Download Apprenticeship Overview

MONTH 1

Introduction to the programme, setting out expectations

MONTH 2

Impacts of service provision and leadership styles on business

MONTH 3

Customer journeys, processes and introduction to work based project

MONTH 4

Solving customer issues, commercial  factors and authority limits

MONTH 5

Understand your organisation's current business strategy

MONTH 6

Knowing your customers' needs

MONTH 7

Analysing customer insights

MONTH 8

Understand a range of leadership styles

MONTH 9

Impact of different customer types and cultures

MONTH 10

Impact of customer regulatory requirements

MONTH 11

Understand what drives loyalty, retention and satisfaction

MONTH 12

Professional discussion preparation

MONTH 13

EPA preparation

MONTH 14

EPA preparation

MONTH 15

EPA Gateway

END-POINT ASSESSMENT

Practical observation

Work based project

Interview

Professional discussion