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.

Apprentices must achieve English and maths Functional Skills Level 2 before completing their End Point Assessment.

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

  • We operate on a roll-on roll-off basis meaning you can enrol at any time of the year.

  • The Level 3 MET apprenticeship typically lasts for 15 months.

  • 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.

  • 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.

  • Your assessor will visit you every 4-6 weeks and complete a progress review with you every 10-12 weeks.

  • Yes, you will need to complete an electronic-based portfolio with written evidence, photographic evidence, witness testimonies, and observations.

Pricing

16 - 18 years

Apprenticeships for those aged 16-18 are fully funded by the Government. For further information on the funding please contact us.

Fully Government Funded

Professionals

Apprenticeships for those aged 19+ require a contribution from the employer. For further information on the funding please contact us.

5% Employer Funded

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