Customer Service Apprenticeships
Customer Service Specialist
Posted: 7th Jul, 2023
Duration: 15 Months
Sector: Customer Service
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.
The Apprentice will complete a portfolio of documented evidence and online activities which will support the knowledge, skills and behaviours. The Apprentice will need to complete the following to gain apprenticeship certification:
Knowledge, Skills and Behaviours modules:
Learners and employers will have a range of options to select from that cover each knowledge module of the apprenticeship standard. Learners will usually complete online exams for the relevant professional qualification.
Functional Skills in maths and English:
These provide practical skills to help gain the most out of work, education and everyday life. Learners will complete written and online tests.
The end-point assessment is the final stage of the apprenticeship. It comprises written and practical tests and the completion of a work-based project as well as a showcase of evidence, professional dialogue and interview.
Following enrolment, learners engage in a blended programme of training and support that will include attendance at group training sessions, self-directed learning, email and face-to-face support from their trainer/assessor as well as a programme of training devised by the employer.
The length of the programme will differ depending on experience, knowledge and skills development but the course should usually take 15 to 18 months.
Once you’ve completed your Customer Service Specialist Apprenticeship, there are several progression routes available, dependant on your industry and job role:
- Eligibility to join the Institute of Customer Service as an individual member at Professional level
- Business Administrator Apprenticeship (Level 3)
- Team Leading/supervising roles and relevant level 3 qualifications
Operations / Departmental Manager (Level 5)
SBC Training has access to government funding and grants for this apprenticeship.
For free advice and to find out how much financial support your business is eligible for, please contact us.Contact Us