Customer service specialist apprenticeship

About the course

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.

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.

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.

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)