This Apprenticeship is a brilliant way to gain new practical and professional skills, on-the-job training, nationally recognised qualifications and earn money at the same time. This Apprenticeship course is also available to those who are employed and want to upskill in the workplace.
Brief Description:
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 environments including contact centres, retail, webchat, service industry or any customer service point.
What You Will Learn:
- What continuous improvement means in a service environment and how your recommendations for change impact your organisation.
- The impact your service provider has on the wider organisation and the value it adds.
- A range of leadership styles and apply them successfully in a customer service environment.
- The underpinning business processes that support you in bringing about the best outcome for customers and your organisation.
- What drives loyalty, retention and satisfaction and how do they impact your organisation?
- Develop knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers.
The Training Will Include:
- Face-to-face and/or remote workshops together with online learning
- 1:1 support from a Tutor who will visit your workplace
- Progress reviews to be completed with your Tutor and line manager
- Development of a work-based portfolio to evidence learning
- End-point assessment (EPA)
- Functional Skills English and/or maths Level 2, if required
Entry Requirements:
There are no formal entry requirements. In order to complete the apprenticeship, you will need English and maths at Level 2 (equivalent to GCSE grade 9-4), but if you don’t have these qualifications don’t let this stop you from undertaking the apprenticeship as we can help you gain the Level 2 requirement during your studies.
Duration:
15 months plus 3 months EPA
Professional Membership:
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at the Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management
