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 1. Home
 2. Apprenticeship Programmes
 3. Customer Service Specialist: Level 3




CUSTOMER SERVICE SPECIALIST: LEVEL 3



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. You
utilise 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, webchat, service industry or any
customer service point.

Delivery model

The delivery of the programme will be through a blend of online learning, video
tutorials, virtual classrooms, 1-1 coaching and practical learning
opportunities. All learning will be supported by dedicated Learning Coaches.

When you have completed all of the agreed learning and achieved the required
exams, you will be invited to attend a gateway meeting to discuss readiness for
end point assessment (EPA). If no further learning is identified, you will
progress through to EPA. You will be assessed against the requirements of the
standard and awarded a final, overall grade for your apprenticeship.

Your commitments

If you do not currently hold English and maths qualifications at level 2, you
will need to achieve Functional Skills Level 2 qualifications in these subjects
before attending your gateway meeting.

You are entitled to 20% of your working hours away from your job to complete
work towards your apprenticeship programme. Your Learning Coach will support you
and your employer to measure and record this across the whole of your
apprenticeship.

Download apprenticeship programme guide for more information > >

APPLY HERE


CONTACT US

Tel: 0800 101 7101
Email: info@keytraining.co.uk

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