• business accountancy management

Business, Accountancy and Management

Apply now

Overview

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.

Entry Requirements

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.

Skills

It is helpful if apprentices have experience in their chosen field but this is not essential.

Qualifications

Customer Service Specialist Level 3 Apprenticeship

Assessment

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.

Home Study

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.

Work Placement

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.

Progression

Achievement of this apprenticeship could lead to progression onto a Higher Level Apprenticeship in Business.

Fees and Additional Costs

Additional Information

CodeDayStartEndTimesFees*
AP/3CUST 192001 Flexible start - £.00
Apply Now

*Terms and conditions apply. The fees stated on this website are for guidance purposes only and should be checked before enrolment. Unless otherwise stated, fees shown are for tuition only, over one term (Community Learning courses) or one academic year. Where a course is longer than one academic year, the fees stated are for the first year, and the cost of the second or subsequent years will be discussed at interview. For details of fee remission for students over 19 click here. If you think you may be entitled to a concession or fee remission, or you would like more information on the additional costs associated with your chosen course, please contact us on 01635 845000 or email info@newbury-college.co.uk.

Course fee information

×

Courses

All
Full-Time
Part-Time
Level 2
Level 3
Workforce Development
Higher Education
Distance Learning
Apprenticeship
Level 2
Level 3
Workforce Development
Higher Education
Distance Learning
Apprenticeship

Need help?

We understand that there is a lot of information here and you may need some help in choosing what is right for you. We can help.

Contact us

Find out how to apply

Download a course guide