LEVEL 3 CUSTOMER SERVICE SPECIALIST

The Level 3 Customer Service Specialist apprenticeship develops individuals into a ‘professional’ for direct customer support within all sectors and organisation types.

During this apprenticeship programme, individuals will become an advocate for Customer Service, acting as a referral point for dealing with more complex or technical customer requests, complaints and queries, and often an escalation point for complicated or ongoing customer problems.

Duration: 12-18 months

PROGRAMME OVERVIEW

During the Level 3 Customer Service Specialist, your staff will develop a range of knowledge, skills and behaviours, including:

01

KNOWLEDGE

Business knowledge & understanding

Customer Journey knowledge

Knowing your customers and their needs

Customer Service culture and environment awareness

02

SKILLS

Business focused service delivery

Providing a positive customer experience

Working with your customers

Customer Service performance

Service improvement


 

03

BEHAVIOURS

Developing self

Ownership/responsibility

Team working

Equality

Presentation

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