Upon successful completion of this apprenticeship, the apprentice will be awarded the following:
• Level 3 Diploma in Customer Service
• Customer Service Specialist Practitioner Standards
• Functional Skills in Maths and English Level 2 (if applicable)
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.
The apprentice will be expected to complete the 6 mandatory diploma units below:
• Organise and deliver customer service
• Understand the customer service environment
• Understand customers and customer retention
• Resolve customers’ problems
• Principles of business
• Manage personal performance and development
Customer Service Specialist
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.
The apprentice must be aged 16 years or over, living in England and not in a full-time education. The apprentice will be required to undertake a DBS check, must be employed and have experience in customer service.
It is compulsory for the apprentice to spent 20% of their normal working hours on training. The training can happen every week, every month or in a separate block of time. The training can take place at the workplace, training provider or online.
Employers who do not pay levy: For apprenticeships that start from 1 April 2021, the rate of co-investment is 5% of the total price of the apprentice’s training, with the government covering the remaining 95% of the cost, up to the funding band maximum.
Employers with fewer than 50 people working for them are able to train, at no cost, apprentices aged 16-18 or aged 19-24 who have previously been in care or who have a Local Authority Education, Health and Care plan. These employers are not required to contribute the 5% co-investment; instead, the government will pay 100% of the training costs for these individuals up to the
funding band maximum.
Employers who pay levy: All funds that appear in the apprenticeship service accounts of employers who pay the levy expire 24 months after they appear in the account, if not already spent. Please contact us to discuss your apprenticeship strategies.
Learner Loan: Qualifications higher than Level 2 can also be funded via the Government Advanced Learner Loan.
You can apply for this apprenticeship at any time of the year provided you meet the entry requirements.
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