Customer Service Specialist (L3) Apprenticeship Standard

Cambridge Regional College
Course summary
Professional Training
18 Month(s)
Part time
Professional Training
Course Dates
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Course description

About the Programme
The Customer Service Specialist is an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries. They will often be an escalation point for complicated or ongoing customer problems. An expert in their organisation's products and/or services, they will share knowledge with the wider team and colleagues. They will gather and analyse data and customer information that influences change and improvements in service.

Is the Apprenticeship for you?
This Apprenticeship is suitable for learners that are looking at progressing within their career in Customer Service. This Apprenticeship combines practical workplace experience with the theoretical learning to develop the skills and knowledge you need to be successful.

What will you study?
Apprentices work towards achieving an Customer Service Specialist Apprenticeship at Level 3 and will gain knowledge and skills in the following topics:
• Knowing your customers and their needs/ Customer Insight
• Customer Journey knowledge
• Customer service culture and environment awareness
• Providing a positive customer experience
• Service improvement
• Business Knowledge and Understanding
• managing referrals or escalations

Suitability - Who should attend?

End Point Assessment
End-Point Assessment (EPA) is made up of a number of assessment elements which an Apprentice must pass in order to successfully complete their Apprenticeship. The EPA may include:

• Practical Observation with Q&A
• Work-Based Project supported by an interview
• Professional Discussion supported by a portfolio of evidence

Outcome / Qualification etc.

Level: 3

Continuing Studies

The Customer Service Specialist is designed to provide you with the required skills to undertake the role. Once you have completed this programme you may have the opportunity to progress onto further development or take on additional responsibilities with your Employer.

About provider

Cambridge Regional College

Our mission is to transform lives and create prosperity by delivering technical and professional education that meets the needs of students, employers and communities in Cambridgeshire. Cambridge Regional College is the largest further education college in the East of England...

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Cambridge Regional College

Kings Hedges Road
CB4 2QT Cambridge Cambridgeshire

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