Customer Service Specialist — Level 3 Apprenticeship Standard
Business and Professional Services
Course ID: 171737
Course Year: 23/24
What to expect from the course
- About the Apprenticeship
Dealing with customer queries, purchases and complaints. 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.
About the Role
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.
On-Programme Learning
Apprentices need to complete 20% off-the-job training during the on-programme phase of their apprenticeship.Specific rules govern this and it must take place in the apprentice’s contracted hours.
Knowledge
Apprentices will gain knowledge of the customer journey and be able to understand and critically evaluate the possible journeys of customers, including challenges and the end-to-end experience.They will understand the business environment and culture and the position of customer service within it, as well as what drives loyalty, retention and satisfaction and how they impact on the organisation.
Skills
Apprentice will develop skills in providing a positive customer experience, and be able to manage challenging and complicated situations and make recommendations to enable and deliver change to service or strategy. Apprentices will provide business-focused service delivery, demonstrating a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice.
Behaviours
Apprentices will develop their workplace behaviours, learning to work with others, build positive working relationships and recognise colleagues as internal customers.They will adopt a positive and enthusiastic attitude being open minded and able to tailor service to each customer. Apprentices will develop strong oral and written communication skills, use their own initiative and take a structured approach to the prioritisation of tasks.Qualifications
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. Why study with us?
The City of Liverpool College will provide an Apprenticeship Training Manual for each student, access to C&G Smart Screen online learning resources, access to online EPA preparation tool personalised to the individual student and additional EPA pack and guidance. The College will also ensure that tuition for any additional Maths and English qualifications required will be provided to the level required for the standard.
Student Benefits
Academy Bakery
The Academy Bakery is located on the Duke Street campus, producing a range of first class baked goods daily. These include artisan breads, patisserie and biscuits, as well as special occasion/novelty cakes by award-winning master-bakers. Students are offered a range of discounts throughout the year.
The Academy Bakery
Academy Hair and Beauty Salons
Duke Street is also home to The Academy Hair and Beauty salons. They offer generous student discounts on a wide range of hair and beauty treatments, at a fraction of high-street prices. These include styling, cutting, perming, highlights, facials, manicures, electrolysis and traditional and homeopathic massage.
The Academy Salons
Academy Restaurant
Duke Street campus is also home to the College’s Academy Restaurant. Often referred to by it’s customers as Liverpool’s hidden gem, the restaurant serves top class cuisine, at highly competitive prices. Food is expertly prepared by professional chef/tutors and young chefs in training and offers students a range of discounts at different times of the year.
The Academy Restaurant
Microsoft Office 365 - Free
When you become a student of the College you’ll receive full access to Microsoft Office 365. This allows you to install the software on your own computer and other devices at home, completely free of charge.
Onsite Sports Facilities/Fitness Suite
The college has excellent sports and fitness facilities at its Roscoe Street campus. Students pay a one-off membership fee for all year round usage of weekly supervised gym sessions, as well as access to a number of sporting clubs and events.
Career pathways
- ILM management apprenticeships: L3 Team Leader/Supervisor, L4 Project Manager, L5 Operations/Departmental Manager, L6 Chartered Manager Degree and L7 Senior Leader Master's Degree.
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Entry Requirements
Entry requirements are typically determined b y the employer, but generally include 5 GCSE' s grade A-C, or ability to demonstrate the a ppropriate knowledge, skills and competency l evels.
Fees
All fees will be paid by your employer. Employers should contact the Apprenticeship team directly for more information, as fees vary based on a number of factors. Government contributions may be available to apprenticeship employers. To find out more, please contact the apprenticeships team at asktheteam@liv-coll.ac.uk or 0151 252 3800
