Customer Service Specialist Level 3 Apprenticeship Standard

What’s involved?

The course curriculum includes topics such as communication techniques, problem-solving, and conflict resolution, as well as an understanding of customer service best practices, and the latest technology and tools used in the industry.

Throughout the apprenticeship, participants will work closely with experienced customer service professionals, who will serve as mentors and guide them in developing the skills and knowledge necessary to excel in the field.

Upon completion of the apprenticeship, participants will have the skills and knowledge to provide exceptional customer service, build and maintain positive relationships with customers, and effectively resolve customer complaints and issues. They will also be able to identify and implement ways to improve customer service within their organisation.

This apprenticeship standard is suitable for individuals seeking to start a career in customer service or for those already working in the field looking to take their skills to the next level. It is also beneficial for employers looking to invest in their customer service team and improve their overall customer service operations.

What’s involved?

The apprenticeship standard is designed to provide participants with a comprehensive education in customer service through a combination of on-the-job and off-the-job training.

On-the-job training:

• During the on-the-job training, participants will work alongside experienced customer service professionals and gain hands-on experience in a real-world setting.
• They will be given the opportunity to apply the skills and knowledge they have learned in the classroom to real customer service situations.
• Participants will be mentored by experienced customer service professionals who will provide guidance and feedback on their performance.

Off-the-job training:

• The Off-the-job training component of the apprenticeship provides participants with a theoretical understanding of customer service principles and practices.
• The curriculum covers topics such as communication techniques, problem-solving, and conflict resolution, as well as an understanding of customer service best practices, and the latest technology and tools used in the industry.
• The instruction is usually provided by industry experts, who bring their real-world experience to the sessions.