PCS – Quality Training in the Heart of Birmingham

Customer Service
Specialist
Level 3

Course Overview

The primary purpose of a Customer Service Specialist is to be a professional for direct customer support within each sector. 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 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.

During the apprenticeship, you will use organisational and generic IT systems to carry out your role and develop an awareness of other digital technologies. A Customer Service Specialist can operate within many environments, such as 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. Evidence of this will also be visible throughout the progress review meetings and records. The independent EPA 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. However, before the independent EPA can take place, the apprentice must have completed their functional skills components in English and Maths.

Customer Service Specialist Apprenticeships, apprenticeships courses, and customer service case studies
course Details:
Learning Requirements:

This apprenticeship requires the development of the following professional knowledge, skills, and behaviours:

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