Level 3 Diploma Customer Service Specialist

Category:

About the course

Your role as a Customer Service Specialist is to acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. As an expert You are often an escalation point for complicated or ongoing customer problems 

Course Structure:

The duration of this programme is 18 months, and students are expected to attend all the monthly training sessions with their assigned tutor at Croydonsam Training. Alongside the 18 months programme, your assigned tutor will support you to complete and achieve your level 2 diploma + Functional skills Maths and English level 1. 

As part of the programme, reviews will be held every 8-12 weeks with your assigned tutor. These reviews are important as they will support you to gather the relevant evidence for your portfolio which will include direct observations.

Your employer will be informed of your progress on a regular basis including your readiness to undertake the end point assessment.

 

 

Course Content: 

Skills :

  • Working with your customers / customer insights 
  • Customer service performance 
  • Providing a positive customer experience

Knowledge :

  • Business Knowledge and Understanding
  • Customer Journey knowledge
  • Knowing your customers and their needs/ Customer Insight
  • Customer service culture and environment awareness 

Behaviors :

  • Developing self
  • Team working
  • Equality – treating all customers as individuals

What are the entry requirements?

Math and English GCSEs C/4 or above or Functional skills level 2

Apprentices without English or Math’s at Level 2 must achieve this prior to taking the end point assessment.

If you are interested in this apprenticeship you can apply on our website by clicking here via the Apprenticeship Vacancies page.

Assessment Method:

Portfolio of evidence and EPA

Qualification: Level 3 diploma in Customer Service Specialist

Course Mode: Full time

Progression route?

On completion of this apprenticeship, you will become eligible to join the Institute of Customer Service as an Individual member at Professional level. However, if you decide to pursue a customer service career path, you may be eligible for further professional membership including management.