Customer Service Specialist
Level 3 Apprenticeship
A Level 3 apprenticeship focusing on improving all elements of customer service, care, and processes in customer-centric organisations
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Introduction to the course
This apprenticeship equips learners with the knowledge to deal with complex or demanding customer complaints, queries, or requests. Learners will develop a customer-centric approach in all of their processes and will look to influence positive change in processes and overall customer service within the company.
This 15 month apprenticeship builds on the learner’s previous skills and knowledge in customer service, allowing them to adapt their communication at any level to achieve a positive outcome for customers externally and stakeholders internally.
Apprentices will focus on honing their knowledge of the customer journey with a view to developing a deeper insight into their customers’ needs and wants. Individuals will work on the skills needed to provide a positive customer experience.
The learners will cover some of the following during their apprenticeship: continuous improvement in a service environment; customer service culture and environment awareness; managing difficult situations, and delivering positive solutions.
Learners will be assessed through on-programme learning and an externally marked End-Point Assessment. Apprentices will need to complete Level 2 English and Mathematics before taking their final assessment.
What are the entry requirements?
As with most apprenticeships, the entry requirements are set by the employer.
Upon completing this apprenticeship, learners are eligible to join the Institute of Customer Service. An apprentice could further their career with a CMI Operations Manager Level 5 or Business and Professional Administration Level 4.
Potential job roles
- Customer Service Manager
- Senior Customer Service Adviser
- Customer Services Coordinator
- Team Leader
Apprentice or Employer?
After completing my customer service course, I was amazed by how much work was covered in the units. I also enjoyed the English skills tasks, as it helped me gain more experience with public speaking. Babington’s staff were really helpful and adapted to my learning style.
My level 3 in Customer Service is really assisting me in my role, by managing and developing my team to maximise sales through excellent customer service. Helen at Babington has been a great support throughout my NVQ, offering support and suggestions throughout. She is also always on the end of the line when I need her, she has made my NVQ an enjoyable and stress free experience!
Being an apprentice has helped me build confidence in the workplace and gain valuable skills., all the while earning a nice little wage packet. The highlight was just last week when I was told I had 100% completed my qualification. It was a great sense of pride and achievement – what a year 2017 is so far as I have also passed my driving test. I couldn’t have done it without my line manager Rachel, and especially not without all the support giving from my tutor Simon at Babington.