PCS – Quality Training in the Heart of Birmingham

Customer Service
Specialist
Level 3

Course Overview

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, web-chat, service industry or any customer service point.

What & How you'll learn

End Point Assessment​

The End Point Assessment (EPA) will only commence once the Employer, Apprentice and Protocol Consultancy Services are confident that the apprentice has developed all the knowledge, skills and behaviours defined in the apprenticeship standard and that these are clearly evidenced through the progress review meetings and records. The independent end point assessment ensures that all Apprentices consistently achieve the industry set professional standard. The EPA can commence at any point once the apprentice is competent and after the twelve-month minimum period of learning and development. Prior to independent end point assessment the functional skills English and maths components of the apprenticeship must be successfully completed.

Customer Service Specialist Apprenticeships, apprenticeships courses, and customer service case studies
course Details:
The Customer Service Specialist Apprenticeship Requires The Development Of Following Professional Behaviours, Knowledge And Skills:
Off the Job (OJT)

The apprentice must receive off-the-job training for a minimum of 20% of the time that they are paid to work.

There are many activities that can be calculated towards the OJT Hours, Such as:

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Customer Service Specialist Level 3