Apprenticeship Level 3
Customer Service Specialist
Course Overview
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The course will cover multiple topics, including:
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Business Knowledge and Understanding
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Customer Insight - Knowing your customer and their needs
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Customer Journey knowledge
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Customer Service culture
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Environment Awareness
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Business-focused service delivery
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Providing a positive customer experience
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Customer Service Performance
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Service Improvement
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Develop Self
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Ownership/Responsibility
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Team working
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Equality.
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Level: 3
Duration: 15 Months
Location: At Workplace/ Online
Who is it for: Holiday Services Team Apprenticeship.
How to Apply: Please check with your line manager before applying.
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About
The Customer Service Specialist Level 3 Apprenticeship is ideal for staff members developing in customer service role. Customer Service Specialists are professionals for direct customer support and are an advocate of customer service. They act as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
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The End Point Assessment will only commence once the employer, apprentice and EDN Training Consultant are confident that the apprentice has developed all the knowledge, skills and behaviours defined in the apprenticeship standard and clearly evidenced by the on programme progression review meetings and records.
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1.Practical Observation
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During a one-hour session, you will be observed and questioned while carrying out a range of day-to-day workplace activities designed to demonstrate your understanding of the required knowledge, skills, and behaviours.
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2. Work-based Project Interview
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The interview will take place with an independent assessor, focusing on your written project.
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3. Professional Discussion
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Following your observation, you will take part in a professional discussion with the independent assessor to demonstrate your understanding and application of the required knowledge, skills, and behaviours.
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Outcome
Upon successful completion of your End Point Assessment, you will be awarded Fail, Pass or Distinction.
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