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Customer Service Specialist Apprenticeship Level 3

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.

Entry requirements

Whilst any entry requirements will be a matter for individual employers, typically an apprentice might be expected to have already achieved 5 GCSEs, including Maths and English, Grade C or above or 4/5 (new grading). Some employers will accept other relevant qualifications and experience, including a relevant Level 2 qualification.

Course content

This apprenticeship consists of the following units:

  • Business Knowledge
  • Customer Journey
  • Knowing your Customers insights and needs
  • Positive customer experience
  • Customer service culture and environment
  • Customer service performance
  • Customer service improvements

Assessment methods

  • Throughout your programme you will be assessed holistically via discussions, observations, reports, questioning and written work
  • An End point Assessment will take place at the end of your programme and will comprise of an apprentice showcase
  • (Presentation, report, story board, journal etc.), practical observation and a professional discussion. Including project on improvement

Qualifications


Further study and career options

Further study: Upon successful completion of this apprenticeship, with support and opportunities in the workplace, you can progress on to a management qualification.

Additional information
On completion of all elements,  Literacy and Numeracy they must complete an end of point assessment – this includes situational judgement test and professional discussion. 

Course Information & How to Apply

To start this Apprenticeship you will need to be employed in a relevant job role – visit the Apprenticeships section of our website, where you can view our Apprenticeship vacancies. For further information or queries you can email us or call 01234 291747.

LengthStart DateDay(s)FeesLocationCourse Code
TBC Flexible Work-based learning only Free if 16-18yrs. If 19 or over please ring 01234 291000. Cauldwell Street ST0071

Additional Learning Support
If you have a specific learning difficulty or disability, are deaf or hearing impaired, our Additional Learning Support team are on hand to give you assistance whenever you need it.  Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

Accessibility
We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.

Next steps

To be eligible for an apprenticeship you must either be employed on a full-time contract by an employer willing to support your training or have an offer of employment as an apprentice. Bedford College can help you find a job role with an employer if you don’t already have one.

» Find out more and how to apply

Inclusion
Bedford College actively seeks to promote equality of access to education and training and to provide support where appropriate. Employers are made aware that apprentices have the same rights to protection against discrimination, harassment and victimisation under the Equality Act 2010 as employees. 

Apprentices who have disclosed a disability covered by Equality legislation have the right to request reasonable adjustments in the workplace. We will work with employers to ensure that appropriate adjustments are agreed and established to facilitate this.

At the College we provide additional support for students and apprentices who have a specific learning difficulty or disability.