Customer Service Specialist (Standard Level 3)
|Mode of study||Apprenticeship|
|Duration||Please ring for details|
|Campus||London Road Campus|
|Start date||1 August 2020|
|Course code||PLR3UCS (APPO)|
Who is it for?
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, webchat, service industry or any customer service point.
In order to complete this Customer Service Apprenticeship, you will be expected to complete an initial assessment in maths and English to ensure you are at a suitable level to work towards this qualification. Some employers will specify their own minimum qualification entry requirements, which would be detailed within their Apprenticeship vacancy.
What does the course involve?
For a comprehensive understanding of this programme and what it entails, please click here.
As part of the Customer Service Specialist Apprenticeship Standard, if you do not hold GCSE maths and English at grades 9-4, you will also be required to study towards your functional skills Level 2.
How is the course assessed?
This Customer Service Apprenticeship is flexibly taught at either our London Road campus or on site to small groups on a day release basis, once a week. If you need to complete your functional skills, then this will be covered at college in a block week release. In addition, you will be assessed in the workplace by your assessor and progress reviewed every 12 weeks with your employer. In addition, you will be required to sit an End Point Assessment, towards the final stages of your programme, which will ensure you have obtained the skills, knowledge and behaviours required to carry out your role effectively.
Typically, this Customer Service Apprenticeship will take 18 months to complete.
What do I do next?
HNC in Business
The HNC has provided me with a thorough understanding of business fundamentals, which I have been able to translate into my working life as a Marketing Executive. Having started in this career less than two years ago as an entry level Communications Coordinator, I have already received a promotion and have undertaken increased levels of responsibility.
Level 3 Extended Diploma in Business
Previous school: Ercall Wood School
I originally took this course as an all-rounder as I wasn’t sure what I wanted to do after college, however I have really enjoyed the course and am looking at a career in business more seriously now. I am considering going onto the HND course to further my knowledge. Doing the HND at SCG will mean I know other students and have a rapport with the teachers, will not have far to travel and it will cost me a lot less than at university.
Business, English Literature and Sociology
Previous school: Priory School, Shrewsbury
Business is a very interactive course and has really helped with the skills you need to use in a business environment. I am going to university in Liverpool to do Business Management after College.
A Level Business (Economics, Statistics)
Previous school: Thomas Adams School
The teachers are engaging at SCG and I really enjoy the lessons – they are well taught. I have enjoyed learning about finance and also how Twitter can be used in national and international business. Over the Summer I successfully gained an Internship with the JP Morgan Think Ahead Program.
Level 3 Extended Diploma in Business
Previous school: Shrewsbury Academy
I wasn’t sure about going away to university, so when I learnt about the HND in Business at SCG I was so pleased I could study locally and stay at home. I will be able to keep my part-time job and I am already familiar with the teachers. After the HND I plan to do a top-up year at university to gain a full degree.
Are you an employer?
See how an apprentice can help your business.