Level 3 Customer Service Specialist

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 centers, retail, webchat, service industry or any customer service point.

Course Information

  • Currently employed within a customer focused environment either digitally or face to face.

  • Ideally Grade C/4 in English and Math’s or have functional skills Level 2.  If you don’t meet these requirements, you will study Level 2 functional skills alongside.

The EPA consists of:

    • Practical observation with Q&As.

    • Work based project, supported by an interview.

    • Professional discussion supported by portfolio evidence.

  • Business Knowledge and Understanding

  • Customer Journey knowledge

  • Knowing your customers and their needs/ Customer Insight

  • Customer service culture and environment awareness

  • Business-focused service delivery

  • Providing a positive customer experience

  • Team working

  • Equality

The Level 3 can enable learners to access higher education via the apprenticeship or University route.

On successful completion, apprentices will be eligible for the following roles:

    • Retail manager

    • Sales executive

    • Deputy Manager

    • Manager

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