Customer Service Specialist (Standard Level 3)

The main purpose of a customer service specialist is to be a 'professional' for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation's products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

In order to complete this Customer Service Apprenticeship, you will be expected to complete an initial assessment in maths and English to ensure you are at a suitable level to work towards this qualification. Some employers will specify their own minimum qualification entry requirements, which would be detailed within their Apprenticeship vacancy.

For a comprehensive understanding of this programme and what it entails, please click here.

As part of the Customer Service Specialist Apprenticeship Standard, if you do not hold GCSE maths and English at grades 9-4, you will also be required to study towards your functional skills Level 2.

This Customer Service Apprenticeship is flexibly taught at either our London Road campus or on site to small groups on a day release basis, once a week. If you need to complete your functional skills, then this will be covered at college in a block week release.  In addition, you will be assessed in the workplace by your assessor and progress reviewed every 12 weeks with your employer. In addition, you will be required to sit an End Point Assessment, towards the final stages of your programme, which will ensure you have obtained the skills, knowledge and behaviours required to carry out your role effectively.

Typically, this Customer Service Apprenticeship will take 18 months to complete.

To be a Customer Service Specialist apprentice, you will need an employer who can offer you a suitable role and release you for your training. Once you have an employer in place, you can apply online. If after reading this fact sheet, you are still undecided about the course most suitable for you, please drop in to one of our Advice Events, ring the Apprenticeship Team on 01743 260400 or email: apprenticeships@shrewsbury.ac.uk