Apprenticeships

 Customer Service Specialist
Level 3 Standard

This Apprenticeship provides the breadth and depth of skills and knowledge needed for employment in a Customer Service Specialist role.

Qualification

Customer Service Specialist Standard

Qualification Level

Level 3

End Point Assessment Centre

ICQ

Instruction Language

English

Qualification Duration

15 months

Employer Incentives

You will receive £3,000 for new apprentices of any age who have an employment start date of 1 April 2021 to 30 September 2021. Applications close on 30 November 2021.

 

You will be able to apply for a payment of £3,000 for apprentices with an employment start date from 1 October 2021 to 31 January 2022 once applications open in January 2022.

 

What you can use the payment for
The payment is different to apprenticeship levy funds, so you can spend it on anything to support your organisation’s costs. For example, on uniforms, your apprentice’s travel or their salary. You do not have to pay it back.

 

Eligibility
You can only apply for new apprentices who joined your organisation from 1 April 2021 to 30 September 2021. You cannot apply for an existing employee who joined your organisation before 1 April 2021, even if they started an apprenticeship after this date.

To read the full Apprenticeship Standard: Click here

 

Who is this course suitable for?

This apprenticeship is ideal for an individual who is an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. An individual who is 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.

 

 

 

Role Profile (what the successful candidate should be able to do at the end of the Apprenticeship)

 

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, webchat, service industry or any customer service point.

These are the personal attributes and behaviours expected of all Assessors or Coaches carrying out their roles

 

 

Develop self –

  • Proactively keep your service, industry and best practice knowledge and skills up-to-date
  • Consider personal goals related to service and take action towards achieving them

Ownership/ Responsibility –

  • Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
  • Exercises proactivity and creativity when identifying solutions to customer and organisational issues
  • Make realistic promises and deliver on them

Team working –

  • Work effectively and collaboratively with colleagues at all levels to achieve results.
  • Recognise colleagues as internal customers
  • Share knowledge and experience with others to support colleague development

Equality – 

  • Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer
  • Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment

Presentation –

  • Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
  • Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand

 

 

Course Costs

Maximum Funding

£4,000.00

Non Levy Employer 5% contribution or Employer 5% contribution

£400.00

End Point Assessment Cost (Paid by Kiwi)

£900.00

Enquire

OCCUPATIONAL BRIEF OF STANDARD

KNOWLEDGE

 

All Customer Service Specialists need to understand:

 

Business Knowledge and Understanding –

  • Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation
  • Understand the impact your service provision has on the wider organisation and the value it adds
  • Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
  • Understand the principles and benefits of being able to think about the future when taking action or making service related decisions
  • Understand a range of leadership styles and apply them successfully in a customer service environment

 

Customer Journey knowledge –

  • Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience
  • Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention
  • Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
  • Understand commercial factors and authority limits for delivering the required customer experience

 

Knowing your customers and their needs/ Customer Insight –

  • Know your internal and external customers and how their behaviour may require different approaches from you
  • Understand how to analyse, use and present a range of information to provide customer insight
  • Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
  • Understand different customer types and the role of emotions in bringing about a successful outcome
  • Understand how customer expectations can differ between cultures, ages and social profiles

 

Customer service culture and environment awareness –

  • Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers
  • Understand your business environment and culture and the position of customer service within it
  • Understand your organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong
  • Understand how to find and use industry best practice to enhance your own knowledge

 

 

 

SKILLS

 

All Customer Service Specialists need to be able to:

 

Business-focused service delivery –

  • Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organisations needs as well as the customer requirements

 

Providing a positive customer experience –

  • Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Demonstrate a cost conscious mind-set when meeting customer and the business needs
  • Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

 

Working with your customers / customer insights –

  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

 

Customer service performance –

  • Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • When managing referrals or escalations take into account historical interactions and challenges to determine next steps

 

Service improvement –

  • Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
  • Make recommendations based on your findings to enable improvement
  • Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

 

TESTIMONIALS

 

Kiwi Education is an fantastic training provider who really does put it’s students at the heart of their delivery. Our staff have felt supported throughout their apprenticeship

– False Flag Tattoo

 

Area: Professional Accounting Taxation Technician AAT Apprenticeship

TESTIMONIALS

 

Our staff enrolled on courses have not only improved within their roles but with the support from Kiwi Education they have excelled and progressed from one level to a higher level. We are thrilled with the service from Kiwi Education. 

– Costa Coffee

Area: Team Leader Supervisor Apprenticeship

Enrol and pay now

Maximum Funding

£4,000.00

Non Levy Employer 5% contribution or Employer 5% contribution

£400.00

End Point Assessment Cost (Paid by Kiwi)

£900.00

Total£4,000.00

Enquire

Any Questions

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