Details of standard
Overview
Are you ready to take your customer service skills to the next level? The Level 3 Customer Service Specialist Apprenticeship is your path to becoming an expert in delivering exceptional customer support across all sectors. As a Customer Service Specialist, you’ll not only handle complex customer requests and complaints but also act as a key advisor within your team, sharing your expertise to improve service quality and customer satisfaction.
In this role, you’ll become the go-to professional for resolving challenging customer issues, often serving as the escalation point for ongoing problems. You’ll develop a deep understanding of your organization’s products, services, and customer journey, allowing you to provide informed recommendations that drive continuous improvement. Your ability to analyze data and customer feedback will empower you to influence strategic decisions and enhance the overall customer experience.
Spanning 15 months, this apprenticeship equips you with advanced skills in communication, problem-solving, and service delivery, ensuring you can navigate even the most complex customer interactions with ease. You’ll learn to use organizational and digital tools to support your work, all while maintaining a strong awareness of regulatory requirements and industry best practices.
For businesses, this apprenticeship develops a specialist who not only meets but exceeds customer expectations, helping to build trust and loyalty. By the end of the program, you’ll be eligible to join the Institute of Customer Service as a Professional member, paving the way for further career growth and recognition. Elevate your career with the Level 3 Customer Service Specialist Apprenticeship and become the cornerstone of outstanding customer service in your organization.
Occupational profile
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.
Duration
The apprenticeship will take a minimum of 15 months to complete.
Level
This apprenticeship standard is at Level 3
Entry Criteria
We are looking for high quality candidates with good interpersonal skills and preferably Maths and English GCSE/Functional Skills.
Career progression
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.
