Customer Service Specialist L3

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Course Code

CC103

Start Date

01 Aug 2021
;

Study Hours

Part Time
6 hours per week
Tuesday
08:30-16:30

Duration

01 Aug 2021

Campus

Campus Name
Course Overview

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 role could be in many types of environments including contact centres, retail, webchat, service industry or any customer service point.

What You’ll Learn
The apprenticeship programme will require you to develop your skills, knowledge and behaviours in a professional environment and achieve a series of standards to prove your competence and skill.

  • Unit 1: Understanding the Customer Service Environment
  • Unit 2: Understanding Customer Loyalty, Retention and Satisfaction
  • Unit 3: Understanding Continuous Improvement in Customer Service
  • Unit 4: Understanding Personal Effectiveness in a Customer Service Work Environment
  • Unit 5: Delivering Solution-focused Customer Service
  • Unit 6: Managing Challenging Customers and Situations
  • Unit 7: Influencing Change and Improvement in Customer Service
  • Unit 8: Managing Personal Effectiveness in a Customer Service Specialist Job Role
Entry Requirements

Must be 16 and over before August. An apprenticeship is a job with training. You will be employed at least 30 hours a week, with 80% of your working hours in your day-to-day role, and the remaining 20% of your time engaged in training or study.

How you will be assessed?

Your knowledge and understanding will be assessed using the assessment methods. Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning.

English & Maths

Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.

End Point Assessment

End-point assessment (EPA) is the final stage that an apprentice goes through to complete their apprenticeship. The apprentice must show their learning to an independent end-point assessor and the grades available are distinction, pass or fail.
Practical observation with Q&As.
Work based project, supported by an interview.
Professional discussion supported by portfolio evidence.

Course and Career Progression

Your tutor will advise you on progression. You can progress to further study a higher level course or another course at EBCF. Careers Information, advice and guidance is also available at EBCF.

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