Key Details
Course Area:
Motor Vehicle
Student Type:
-
Course Type:
Apprenticeship
Location:
Mode of Attendance:
Apprenticeship Start:
Course Introduction
If you’re looking to build on your existing skills, working in a garage or dealership in retail or customer service, this programme will give you the advanced customer service and technical knowledge you need.
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, web-chat, service industry or any customer service point.
Course Information
Customer Service Specialist - Level 3 Standard
- You will need to be employed for a minimum of 30 hours per week in a relevant job but we can assist you in finding a placement
- You will also need 4 GCSEs at grades 9–3 (A*–D), including English Language and maths – one of English Language or maths must be grade 9–4 (A*–C). Functional Skills Level 1 can be used as equivalent to GCSE grade 3 (D) and Functional Skills Level 2 can be used as equivalent to GCSE grade 4 (C) or above. Apprentices without Level 2 English and maths will need to achieve this level prior to taking the end-point assessment.
Adults who are aged 19+ with appropriate industry experience but without the necessary qualifications are welcome to apply.
All applicants will be required to undertake an assessment in English and maths prior to enrolling.
For each module you will need to complete coursework, written assignments, practical assessments, online tests and work-based observations.
A Higher Apprenticeship or specialist training to further improve your knowledge and skills.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.
