Customer Service Specialist Level 3 (24/25)
Course Overview
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 organisations 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.
Ideal for those with 12 months or more experience working in a customer facing role, this Level 3 apprenticeship programme is a great opportunity for apprentices that have already completed the a Level 2 Digital and IT apprenticeship programme or full-time course and would like to further enhance their knowledge and skills. This programme is ideal for young people with work experience right through to mature apprentices wanting to retrain.
What topics are covered?
Knowledge
Business Knowledge and Understanding
Customer Journey knowledge
Knowing your customers and their needs/ Customer Insight
Customer service culture and environment awareness
Skills
Business-focused service delivery
Providing a positive customer experience
Frequently asked questions
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 organisations 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.
Ideal for those with 12 months or more experience working in a customer facing role, this Level 3 apprenticeship programme is a great opportunity for apprentices that have already completed the a Level 2 Digital and IT apprenticeship programme or full-time course and would like to further enhance their knowledge and skills. This programme is ideal for young people with work experience right through to mature apprentices wanting to retrain.