Course Description

A customer service specialist provides direct customer support within all sectors and organisation types. You will be an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

You will often be 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.

Other Important Information

The end-point assessment consists of three parts. The practical observation takes place in the last three months and will be an observation of your work in the workplace.

The work-based project and interview occurs in the last two months of the apprenticeship and will involve the submission of a project.

The professional discussion reviews the portfolio of evidence that has been developed during the programme.

Future Prospects

You could progress to a management qualification, such as a team leader apprentice or an operational or departmental manager.

Entry Requirements

Applicants should have:

> Employment within the sector with a contract of employment for at least 30 hours per week
> 5 GCSEs including Maths and English at minimum grade C or 4 and above (Candidates who completed study overseas and are now working in the UK may also be eligible. Please contact us to discuss your application).
> Satisfactory completion of the college initial assessment

Plus
> A satisfactory college interview