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Customer Service Specialist — Level 3 Apprenticeship Standard

Course information

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.

Earnings:
The National Minimum Wage for an Apprentice is £3.90 per hour - however most employers tend to pay significantly above this rate. As skills develop many employers tend to increase wages.
The hourly rate is paid for time working in the workplace and training both on and off the job including College time.
Apprentices aged 19 years or over who have already spent a year on an apprenticeship must be paid for at least the full National Minimum Wage appropriate to their age:
18-20 years £6.15 per hour
21-24 years £7.70 per hour
25 and over £8.21 per hour
Holidays:
Holidays will be agreed with the employer. The minimum entitlement is 20 days per year plus Bank Holidays.

Qualifications

C&G Diploma for Customer Service (2794-03)
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.

This course leads to...

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.

Entry Requirements

Will be determined by the employer - typically 5 GCSE's grade A-C, progression from a lower level Apprenticeship, or ability to demonstrate the appropriate knowledge, skills and competency levels.

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.
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Further Information...

Need more information or can’t find the course you’re looking for? We can book you in to speak with our dedicated Advice & Guidance team about your options at The City of Liverpool College. With hundreds of courses and flexible learning, we’re sure to have something to meet your needs.


You can contact us online via applications@liv-coll.ac.uk or call us at any point on 0151 252 3000 with any queries you may have – we’re here to help.
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Overview

Course ID: 159596

Course Year: 19/20

Course Duration: Unknown



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

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