Customer Service Level 3 Apprenticeship

Customer Service Level 3 Apprenticeship

A customer service specialist is a professional for direct customer support, within all sectors and organisation types. You are an advocate of Customer Service, acting as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You will also be the escalation point for complicated or ongoing customer problems.

As an expert with knowledge of your organisation’s products and/or services, you will gather and analyse data and customer information that can influence positive change and improvements in service. This role also requires an awareness and understanding of digital technology and IT systems. You could be working in many types of environment including call centres, webchat or retail.

Delivery and assessment

The apprenticeship will take a minimum of 18 months, depending on the needs of both you and your employer.

Example job roles

Receptionist, Retail Assistant, Office Worker, Contact Centre Representative, Customer Service Agent.

Pay and training

This course is fully integrated within the workplace and is assignment based. You will complete a number of knowledge, skills and behaviour units.

Entry requirements

You will need 5 GCSEs including Maths and English at grade 9 - 4 (A*- C) or be willing to undertake Functional Skills Level 2.

We do have to make sure that you have potential to achieve the different elements that make up the qualification, and that you are working at the right level in your job. It may be a requirement to complete an initial assessment in English and Maths, and this may lead to taking some additional diagnostic assessments and skills exams.

Future career and study opportunities

Completion of this apprenticeship will make you eligible to join the Institute of Customer Service, at a professional level. You can then progress further along a customer service career path and gain further professional membership, including management.

Contact

If you have a question about this or any other apprenticeship course, email apprenticeships@newcollege.ac.uk or call 01793 611470 and select option 5 for apprenticeships.

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