Customer Service Specialist
Course details
This is a 15 month apprenticeship through NCFE, the third biggest vocational awarding organisation in the UK.
About this course
Apprentice customer service specialists become involved with escalated, complicated or ongoing customer problems. They are a referral point for complex and technical requests, complaints and queries. They gather and analyse data which influences change and improvements in customer service. Customer service specialists utilise both organisational and generic IT systems to carry out their role with an awareness of other digital technologies in a wide range of environments including; contact centres, retail, web chat, service industry or any customer service point.
If apprentices aged 16-18 have not previously achieved grade 4 GCSE or equivalent in English and Maths, they must achieve Level 2 English and Maths Functional skills as part of their apprenticeship course. PSA provide both these qualifications as part of the apprenticeship.
Concepts you will cover
Business Knowledge and Understanding
Customer Journey Knowledge
Knowing Your Customers and their Needs / Customer Insight
Customer Service Culture and Environment Awareness
Business-Focused Service Delivery
Positive Customer Experience
Customer Insights
Customer Service Performance
Service Improvement
The NCFE
The NCFE is an awarding organisation and registered educational charity providing qualifications across the UK.
Things you need to know
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We operate on a roll-on roll-off basis meaning you can enrol at any time of the year.
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The Level 3 MET apprenticeship typically lasts for 15 months.
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Whilst there is no maximum age limit to start studying for a Level 3 Customer Service Specialist apprenticeship, you do need to be over the age of 16, live in England and not be in full time education.
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Yes, you will need to have achieved your Level 2 Functional Skills qualifications in Maths & English before completing your apprenticeship. This will be factored into your off-the-job training and discussed with your assessor.
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At PSA, our delivery model is a blend of theory and practical training based at our training centre, 2 days per month. Your assessor will visit your place of work every 3 calendar months to carry out a progress review with you and your workplace mentor.
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Yes, you will need to complete an electronic-based portfolio with written evidence, photographic evidence, witness testimonies, and observations.
Pricing
16 - 21 years
For those aged 16-21, apprenticeships are fully funded by the Government. For further information on the funding please contact us.
Fully Government Funded
22+ years
For apprentices aged 22+, a co-investment of 5% from the employer is required. For further information on the funding please contact us.
5% Employer Funded
Do you have a question
about this course?
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Sign up for this course
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