Customer Service Specialist - Apprenticeship

Knowledge -Business strategy/processes in relation to your customers and your organisation -Continuous improvement -Leadership styles -Customer experience and challenges to its success -Understanding internal and external customer behaviour -Understand what drives loyalty, retention and satisfaction

Skills -Analysing information to provide customer insight -Legislation, regulations and industry best practice -Approaches to negotiating and resolving complex problems -Gathering customer feedback -Finding solutions that work for the customer and company

Behaviours -Developing self -Ownership and responsibility -Working in a team -Equality – treating customers as individuals -Demonstrating brand advocacy, values and belief -Proactive and flexible towards needs of the customer

Qualification

• Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member

Maths and English GCSE Grades 9 - 2; A* - E; Functional Skills Level 2 or initial assessment results at Level 1. Individuals requiring additional support are required to participate in an intensive week programme; otherwise, are mandated to attend weekly sessions.

To complete the apprenticeship, apprentices will be expected to complete:

• Work-based Project (written report) supported by an interview
• Practical Observation with Q and As
• Professional Discussion (supported by a portfolio of evidence)

Level 3 Team Leader, Level 5 Management

18 Months

Induction One day induction to Apprenticeship programme, meeting with a Skills Coach and Delivery Plan agreed.

In College One classroom session a week for the duration of Programme.

Assessment On programme assessments every 6-8 weeks, including progress reviews every 8-10 weeks.

Access learning materials 24/7 via Smart Assessor – your online learning environment