Customer Service Specialist - Advanced Apprenticeship

Course Code: WP00044


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Course Overview

Customer service is one of the most important areas of business.

An organisation’s success relies on effective customer service – and on this apprenticeship you’ll gain a specialist set of skills, knowledge and behaviours to use across contact centres, web chat, physical retail environments, and many other customer service touchpoints within an organisation. 

As a customer service expert you will act as a referral point for dealing with complex or technical customer requests, complaints, and queries, and act as an escalation point for complicated or ongoing customer issues.

You will gather and analyse customer information and data that influences change and improvements in service, using organisational and generic IT systems while acknowledging other digital technologies.

Entry Requirements

  • Apprentices should have experience of working with customers in some capacity and good interpersonal skills.
  • You must achieve level 2 English and maths prior to taking the end point assessment.
  • Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity.

Career Options and Progression

Assessment Methods

Teaching and Learning Methods

The programme is structured on a modular basis and each module is delivered using a range of techniques including; lectures, case studies and discussions.

1-2-1 assessment and support to evidence the behaviours, skill and knowledge elements will take place in your workplace, at mutually convenient times and dates with your assessor. 

Industry Placement and Field Trips

Other Costs and Equipment Needed

Expert Tutors

All staff involved in the delivery of any courses within the College are approved to teach and/or assess the subjects and modules they deliver. The approval process ensures that staff delivering and/or assessing a given programme are appropriately qualified, with relevant technical and industrial experience and professional practice.

Tuition Fees

Terms and Conditions