This apprenticeship develops professional customer support skills including acting as a referral and/or escalation point for more technical and complex customer complaints and queries.
Typical roles are Customer Service Team Leader, Customer Support Officer, Customer Service Co-ordinator.
It covers the development of skills in:
- building and maintaining relationships with customers
- understanding the legislation and regulations that govern the industry
- resolving customer problems and complaints
- communicating with customers
- delivering non-routine customer service
- supporting improvements in customer service
- escalating issues as appropriate.
Apprentices are required to have a minimum of five GCSEs at grade 4 / C or above including Mathematics and English, or BTEC Level 2 Diploma at Merit, or NVQ 2 plus two Functional Skills at Level 2 or equivalent.
It is helpful if apprentices have experience in their chosen field but this is not essential.
Customer Service Specialist Level 3 Apprenticeship
Apprentices need to produce a portfolio of evidence which will be assessed by a qualified assessor. End Point Assessment consists of Practical observation with Q&A, a Work-based project & interview, a Professioanl discussion based on the portfolio of evidence.
Apprentices will be required to meet target dates for completion of work set by their assessor throughout their programme; this will require some work to be completed in their own time.
Apprentices need to be employed for a minimum of 30 hours per week, with an employer who is willing to support the candidate through the apprenticeship. For those not currently in suitable employment, Newbury College can provide a list of current apprenticeship vacancies.
Achievement of this apprenticeship could lead to progression onto a Higher Level Apprenticeship in Business.