Customer Service Specialist Apprenticeship Level 3

You can further develop your existing knowledge and accelerate your career in customer service with this nationally recognised apprenticeship qualification. Importantly, you will refine your abilities to perform as a customer advocate who can deal with often complex or technical customer requests, complaints and queries. As an expert in your organisation’s products and/or services, you will also become confident in sharing your knowledge with colleagues to support their development.

At Brockenhurst College you will learn from customer service experts with many years of experience in a wide range of commercial environments.

You will be supported by your employer and a designated college Assessor. Assessments will be predominantly work based. However, there may be further opportunities for additional training and workshops at college.

 You will study the following areas:

• Business knowledge and understanding.
• Customer journey knowledge.
• Knowing your customers and their needs.
•  Customer service culture and environment awareness.
• Business-focused service delivery.
• Providing a positive customer experience.
• Working with your customers.
• Customer service performance.
• Service improvement.
• Self-development.

• Functional Skills Maths and English miniumum Level 2 or these will be completed as part of the apprenticeship.

• Completion of Customer Service Practitioner Apprenticeship Level 2 would be beneficial.

• You must be employed for a minimum of 30 hours per week.

You will work with your college Assessor to create a digital portfolio of evidence relating to your role. You will then proceed to the End Point Assessment. Both these things will contribute to your final award and grading.

You will be supported by your employer and a designated college Assessor. Assessments will be predominantly work based. However, there may be further opportunities for additional training and workshops at college.

Completing this apprenticeship will make you eligible to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress along a customer service career path, you may be eligible for further professional membership, including ones related to management.

• Customer Service Practitioner Apprenticeship Level 2
• Business Administrator Apprenticeship Level 3