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Customer Service Specialist

Level 3 apprenticeship

 


Supports individuals to provide a positive customer experience, understand the customer journey and understand how to gather and analyse data in order to influence change and improvements in the organisation’s customer service.

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Could this apprenticeship be for you?

If you meet most of the responsibilities below as part of your existing role, or if you could be supported to meet these responsibilities during your apprenticeship, you could be suitable for this programme.

 

  • Do you have scope within your role to deal with complex or technical customer requests, complaints and queries?
  • Are you required to be an expert when it comes to your organisation’s products and/or services?
  • Do you have the opportunity to share knowledge across the wider team within your organisation?
  • Are you required to use a range of organisational and generic IT systems to carry out your role?
  • Is there scope in your role for you to gather and analyse customer information?
  • Do you have the opportunity to influence change and make improvements to services?
  • Do you have the opportunity to communicate with a variety of stakeholders?

 

The modules

  • Customer Insights
  • Providing a Positive Customer Experience
  • Customer Service Performance
  • Customer Journey
  • Ownership and Responsibility
  • Working with Customers
  • Business Focused Service
  • Culture and Environmental Awareness
  • Develop Self
  • Teamwork
  • Equality, Diversity and Inclusion
  • Career Development

Key information

Who is it for?

Team members who are experts in your organisation’s products or services, dealing with more complex or technical customer requests, complaints and queries.

Blended delivery

1-1 facilitated learning sessions with Lifetime Learning Coach, Face-to-face and remote teaching, and Self study via online learning platform - Aptem.

End point assessment

1-hour Workplace observation, 1-hour Project presentation and interview, and Professional discussion.

Duration

14 months + end point assessment

Start learning

Please note, you'll need to be employed to learn on one of our apprenticeships, and your manager will need to authorise this (as it's your company who pay for the programme!) so please ensure you have their consent to enrol before you proceed.

If you're interested in this programme for your team, click here to contact us.