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Customer Service Specialist Apprenticeship

Thetford - (Norfolk)

Level 3 Customer Service Specialist Apprenticeship

Customer Service Specialist Apprenticeship

Overview

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.

Learner Benefits

  • Earn while you learn – you will earn a salary whilst learning a new job.
  • No course fees for you to pay.
  • Boost your professional profile within your organisation.
  • You will learn, develop and maintain key skills such as English, maths and digital skills.
  • You will be able to get student discounts if you sign up for a NUS card.
  • You will have access to an Apprenticeship Coach who will provide high quality bespoke one-to-one support.

Entry Requirements

  • Must be in a customer service role within contact centres, retail, webchat, service industry or any customer service point.
  • Must gain the minimum of a level 1 result from initial assessments in English, maths and ICT.

Length of Programme

Minimum of 15 months on programme learning followed by 90 days for End Point Assessment.

Delivery Model

You will attend regular coaching sessions with a qualified and industry experienced Apprenticeship Coach who will conduct remote sessions through Microsoft teams lasting approximately 1 hour. (During this time, you will be set work to undertake as part of your off the job training). At quarterly intervals you will receive a face to face visit to discuss progress and learning with practical activities being reviewed where necessary.

Off the Job Training

As an apprentice you will be given 20% of your paid working hours as off the job training time. For example, for a 30-hour working week you could be given 6 hours to complete off the job training within the workplace.
Off the job training activities may include; online course work, job shadowing other staff, new tasks you are being trained on within the workplace which form part of your role, internal / external courses in-line with the standard.

End Point Assessment - with an independent assessor

  • Observation within the workplace.
  • Portfolio of your work.
  • Interview on a work-based project.
  • Discussion on the portfolio of your work.

Please note that the End Point Assessment may be conducted remotely and you will be fully supported and prepared to undertake these assessment activities.

Functional Skills

Maths and English up to level 2 with homework and tutor support to prepare for the final exam (If you have not already achieved this prior to starting the Apprenticeship).

Required Materials

A laptop / PC / Smart Phone / Tablet
Access to the internet
Access to Microsoft Teams

Career Progression Opportunities

Apprentices may choose to join the Institute of Customer Service as an Individual member at Professional level.
You may be eligible for further professional membership including management.

Enquire about this training centre course