Customer service specialist apprenticeship

The customer service specialist programme provides those in a more senior and case management type role with the skills to be able to effectively manage the customer service experience across complex cases.

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Course overview

At a glance

Level

3

Duration

15 months

Location

Workplace

About the course

Our apprenticeship programme has been designed by a team of curriculum experts to create a high-quality learning experience. We have created a programme to equip you with the advanced skills and the confidence to consistently deliver the highest standard of customer service possible

You’ll benefit from a blended learning model that gives you access to a wide range of different learning techniques and additional resources to deepen you’re knowledge and understanding of customer service and your role as a specialist.

Our expert staff are on hand and ready to ensure you have the knowledge, skills and behaviours for your job role, enabling you to provide a great customer experience.

Whether this is managing complex cases or using data in an effective way to influence change and improve services, you’ll have the tools and know-how to competently perform your role.

Additionally, by completing this apprenticeship you will also be eligible to join the Institute of Customer Service as an Individual member at Professional level.

This course is cost-free to learners. All our programmes are regulated and funded through the government or the apprenticeship levy.

Is this course right for you?

The Customer Service Specialist programme is for those individuals with the autonomy, experience and opportunity to apply more critical thinking as part of day-to-day tasks when working with customers.

This is a more advanced and detailed programme than the Level 2 programme and requires you to demonstrate a deeper awareness and knowledge of products, services and solutions to problems.

You’ll be expected to manage complex cases on an end to end basis, looking beyond just the issue of any complaints, but instead seeking to understand the customer needs better and evaluating the outcome.

Whether you’re working in a contact centre, retail, webchat, service industry or any customer service point, this apprenticeship will help you to become a true specialist.

Imi Welch at VolkerWessels

My apprenticeship has given me the courage to suggest and implement changes in our team.

Imi Welch, VolkerWessels

The course is giving me information that I can use to my benefit in my current job role and to develop my career.

Charlotte Lunt, Department for Work and Pensions

What you’ll learn

You’ll develop a deeper understanding of the role of customer service to effectively support your business and its customers with a great experience.

You will be learning and developing new ways of thinking and approaching different situations, understanding the root causes of problems, how to continually improve the service offer and the best ways to communicate with stakeholders.

Learning topics include:

  • Business knowledge and understanding
  • Knowing your customers and their needs/ Customer Insight
  • How to deal with different types of customers
  • Providing a positive customer experience
  • Managing challenging and complicated situations.

Need more information?

No problem. It doesn’t matter if your query is big or small, our teams are here to help. Just complete a quick enquiry form and we’ll be in contact soon to assist you with your query.

How you’ll learn

Training for the programme is delivered on an individual 1-2-1 basis or in groups by our expert staff. We have created a flexible model to difference needs and circumstances of employers.

Our blended learning programme typically includes:

  • 1-2-1 support from a dedicated trainer
  • Classroom workshops
  • Access to a range of independent study resources including e-learning modules
  • Quarterly progress reviews
  • Producing written assignments
  • Mentoring and coaching support
  • Information, advice and guidance
  • End point assessment preparation, including regular progress checks, support and gateway readiness checks so that you’re ready for the end assessment (observation, work based project and interview and professional discussion with a showcase of what you’ve learnt)

Our experts

The people that make it happen

Kate

Trainer assessor

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Kate

Trainer assessor

I am a qualified and experienced trainer with almost 20 years of experience in the industry. With extensive experience in customer service, retail and business administration, working in these sectors since the age of 15. I have a plethora of knowledge and skills to support learners at various stages of their career. Along with my excellent and cheery communication skills, I love supporting people and it is a pleasure to see them succeed in achieving their goals and aspirations.
Mashud

Training & development officer

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Mashud

Training & development officer

I am an experienced assessor and trainer, delivering retail, customer service and business administration from level 2 to Level 4. I have been working in the industry for the last seven years and started working with Realise in October 2018. I have a bachelor degree in economics and masters in business administration. I have more than 10 years of experience in retail and business administration. Ever since I have moved into this role, I have enjoyed it immensely as it has been both challenging and rewarding at the same time. I always try to keep myself extremely organised and have a flexible approach to my workload.

I am a proud dad of two lovely kids and love to enjoy my time with my family. Besides my work and family life, it’s all about sport. sport is my passion and hobby. I love to watch football, cricket and tennis. I am a die-hard fan of Manchester United and closely follow English County Championships. I am also a big fan of Roger Federer.

Suzanne

Training & development officer

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Suzanne

Training & development officer

I have been in the industry since 2013, delivering various subjects from fundraising and marketing to counter terrorism & hostile reconnaissance! I love working through the apprenticeships and watching my learners knowledge and confidence grow and am very proud of what I do. Every day is different, which suits me perfectly.

Jean

Training & development officer

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Jean

Training & development officer

I have worked at Realise for 2 years but I have been an assessor since 1993. I enjoy working with others and have developed my skills for management and the delivery of functional skills since my employment. I work in the north west health and social care team and have specialised in clinical areas and dementia.

Alison

Senior training development officer

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Alison

Senior training & development officer

I work as a senior training and development officer in the business skills sector and I have over 15 years’ experience within the industry, I have worked here at Realise for just over 3 years. As well as supporting my performance manager, I work on the BT contract delivering customer service and retail management apprenticeships in Openreach and EE.

Eileen

Senior training development officer

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Eileen

Senior training & development officer

I have been working for Realise for over 4 years and have been delivering a variety of apprenticeships for the last 16 years. I love to see my learners grow and develop and build trust and confidence with them so that they achieve their goals. I wouldn’t want to do anything else now!

Felicity

Training & development officer

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Felicity

Training & development officer

I have extensive customer service experience, this started off when I worked as a telephonist for a luxury hotel chain. I worked my way up through various roles to wedding and special events manager. I have now worked within the work based learning and welfare to work industry for 11 years, again in varied roles gaining lots of experience. I have worked for Realise for just under 4 years now, and have supported lots of learners through their apprenticeships with great success.

Alix

Training & development officer

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Alix

Training & development officer

I have been in work based learning for nearly 15 years and seen many changes, with the move across to standards the most significant and I feel this has added real value to the apprentice programmes we deliver. Being a curriculum lead I have also had the opportunity to create bespoke delivery models so that every apprenticeship journey can be different and suit the learners and their employers in the best possible way and support them to end point assessment.

Louise

Quality improvement coach

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Louise

Quality improvement coach

I live close to Manchester and have worked within the adult education industry for the last 14 years, two of those with Realise. I currently deliver operational departmental manager level 5 and I am the curriculum lead for this sector. However, I am just about to start my new role as a quality assurer for adult education and look forward to this new challenge!

Trevor

Training & development officer

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Trevor

Training & development officer

I have a vast experience in trade, entertainment and retail. I took the plunge back in 2007 to become an assessor and never looked back. I qualified as an assessor back in 2007 and I have loved teaching and learning for the last 16 years and the last five years at Realise. Which I have to say has been an experience that I have enjoyed most out of my training career.

Lynnsey

Internal quality assessor

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Lynnsey

Internal quality assessor

I am a qualified quality assurer who has 23 years experience working in the industry. I was an assessor for six years before being promoted to a quality assurer which I have thoroughly enjoyed. I have worked for Realise for 17 years, I am currently completing my operational departmental manager level 5 apprenticeship and this has allowed me to develop my knowledge and skills further within my role.

Frequently asked questions

What is a customer service apprenticeship?
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A customer service apprenticeship is a work-based learning programme to help you develop the knowledge, skills and behaviours to be a successful customer service professional.

Who pays for an apprentice?
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It is the employer’s responsibility to fund apprenticeships. This can either be done through a company’s apprenticeship levy or through co-investment, which is where the employer contributes 5% of the total cost of the apprenticeship, with the government paying for remaining 95%

How long is a level 3 apprenticeship?
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The level 3 apprenticeship in customer service typically takes 15 months to complete.

Can I get an apprenticeship without qualifications?
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We’ll work with you to support you on to the right programme for you. If you don’t already hold Functional Skills in Maths, English and ICT then we will add this to your progamme as it is an essential requirement.

Ready to take the next step?

Let’s talk. You’re only a few clicks away from enquiring about this course. Don’t delay, get in touch and start something exciting today!