Level 3 Customer Service Specialist

– APPRENTICESHIPS

LEVEL 3 - CUSTOMER SERVICE SPECIALIST

For those who are passionate about people

Course Level

Level 3

Duration

12-18 Months

Location

England

What does the level 3 Customer service specialist apprenticeship entail?

The primary purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types; they also are an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

Throughout this Level 3 Customer Service Specialist apprenticeship, learners will gather and analyse data and customer information that influences change and improvements in service, all while utilising organisational and generic IT systems to carry out their role with an awareness of other digital technologies.

Customer service specialists work in many types of environments, including:

Contact Centres
Retail
Webchat
Service Industry
Customer Service Point

What you will learn in a Customer service Specialist apprenticeship

UNIT 1: GETTING STARTED

Business Knowledge and Understanding such as:

Understanding what continuous improvement means in a service environment, understanding your organisation’s current business strategy, and understanding various leadership styles.

Customer Journey Knowledge such as:

Understanding and critically evaluating the possible journeys of your customers, understanding the reasons behind customer issues and understanding commercial factors and authority limits.

Knowing your customers and their needs/Customer Insight, such as:

Knowing your internal and external customers, understanding what drives loyalty, and understanding how customer expectations can differ between cultures, ages, and social profiles.

Customer service culture and environment awareness such as:

Keeping current knowledge and understanding of regulatory considerations, understand your business environment and understand how to find and use industry best practices to enhance your knowledge.

UNIT 2: SERVICE DELIVERY

Business-focused service delivery includes resolving complex issues and finding solutions that meet your organisation’s needs.
Providing a positive customer experience through advanced questioning, listening and summarising negotiating mutually beneficial outcomes.
Working with your customers, such as proactively gathering feedback, through various methods.
Customer service performance.
Service improvement such as analysing the end to end service experience.

UNIT 3: DEMONSTRATE

Develop self, such as considering personal goals related to service and taking action towards achieving them.
Take ownership/Responsibility by personally committing and taking ownership of actions.
Working effectively within a team by collaborating with colleagues and supporting their development.
Ensure you are open-minded to equality.
Demonstrate brand advocacy, values, and belief when dealing with customer requests to build trust, credibility and satisfaction.

UNIT 4: END POINT ASSESSMENT

Project.
Observation/Witness Testimony.
Professional Discussion supported by a portfolio.