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Customer Service Specialist - Apprenticeship Standard Apply Now »

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Level: 3

Location: Distance Learning

Years:

Interview: N

Course Summary

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.  They will be an advocate of customer service, acting as a referral point for dealing with complex or technical customer requests, complaints and queries. 

They will also:

  • act as an escalation point for complicated or ongoing customer problems
  • be an expert in their organisation’s products and/or services and will share their knowledge with a wider team of colleagues
  • gather and analyse data and customer information that influences change and improvements in the service
  • utilise organisational and generic IT systems to carry out their role with an awareness of other digital technologies

These duties could be carried out in many different types of environment including contact centres, retail, webchat, service industry or any other customer service point.

Entry requirements

Entry requirements will be decided by the employer but a good understanding of both written and spoken English is important. 

Course Content

This apprenticeship is made up of 14 vocational modules.  By completing these modules, the apprentice will learn about:

  • the organisation they work for, including understanding business strategy, continuous improvement and leadership styles
  • the customer journey, challenges and end-to-end experience. 
  • business processes, commercial factors and authority limits
  • the behaviours demonstrated by internal and external customers and how to vary delivery
  • loyalty, retention and satisfaction and how these impact on an organisation
  • regulatory requirements
  • Industry best practice
  • gathering and analysing customer feedback, continuous improvement, decision making and applying successful approaches to complex issues
  • dealing with challenging customer situations ensuring customer satisfaction
  • using written and verbal communication in a range of situations
  • identifying, planning and implementing change

 

Of the 14 vocational modules, four of these modules are based around an apprentice’s knowledge and ten are performance-based modules.

How will I be assessed?

A variety of assessment models is used, including workplace and remote assessments.

Are there any additional costs or specialist equipment required?

A laptop is required.

What can I do after this course?

 

You could consider further study in areas such as Business Administration, Team Leading and Management.

 

 

Did you find the course information on this page useful?

 

Georgia Herbert

Georgia Herbert

DCG foundation degree student Georgia glad she fell into business.

Student Georgia Herbert admits that she ‘fell’ into studying business at Derby College but is pleased at how well everything turned out.
 
She is now on the Foundation Degree study programme in Business and Management at the Roundhouse, but that wasn’t her original plan.  
 
After a false start at sixth form, Georgia, now 19, had intended to take three A levels at the Joseph Wright Centre then train to be physiotherapist, with Business her third choice A level after Biology and Sport.  
 
But, after leaving it too late to enrol, she missed out on a place and was panicking about what to do next. Fortunately, a manager at the contact centre where she works suggested she enquire about Derby College’s level 3 Business BTEC, which she did.
 
Georgia said: “Doing the level 3 first rather than the three A Levels required to get on to the foundation degree, has been so helpful. I wouldn’t say I know everything, but a lot of what we’re learning now we’ve already touched on in the BTEC.  
 
We’re currently learning about the self and professional development, looking at the skills you already have and how to develop them to adapt to working in industry. It’s fascinating. I’ve learned such a lot about myself.”  
 
Because Georgia’s lectures are back-to-back – not spread out over the week as they tend to be at university – she’s been able to continue in her contact centre job. She would like to top up to a full degree and is interested in working in employee development, possibly in HR, project management or as a team leader.

Doing the level 3 first rather than the three A Levels required to get on to the foundation degree, has been so helpful. I wouldn’t say I know everything, but a lot of what we’re learning now we’ve already touched on in the BTEC.


 


We’re currently learning about the self and professional development, looking at the skills you already have and how to develop them to adapt to working in industry. It’s fascinating. I’ve learned such a lot about myself.

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