Apprenticeship Standards Customer Service Specialist (L3)

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This Level 3 apprenticeship standard is designed as a minimum 15 month programme and is for apprentices who wish to gain the skills, knowledge and behavioural competences required to work in a Customer Service Specialist Standard role.

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Apprentices will develop a specialist set of skills, knowledge and behaviours that can be applied in many types of environments including contact centres, retail, webchat, service industry or any customer service point within an organisation. They will be advocates of Customer Service and act as a referral point for dealing with complex or technical customer requests, complaints, and queries and an escalation point for complicated or ongoing customer problems.

This role requires the apprentice to demonstrate expertise in the organisations products and/or services and sharing knowledge with wider teams and colleagues. They will gather and analyse customer information and data that influences change and improvements in service, utilising both organisational and generic IT systems to carry out the role, with an awareness of other digital technologies.

Mandatory requirement

In order to meet the apprenticeship standard apprentices will be required to hold or achieve a:

  • Minimum of Level 1 English and attempt Level 2 English
  • Minimum of Level 1 Maths and attempt Level 2 Maths

Recommended qualification

We also recommend the following qualification for this standard:

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