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.
A Customer service specialists work could include;
• Customer requests
• Complaints and queries
• Gather and analyse data and customer information
• Share knowledge with wider team
• Utilising digital technologies
Typically this apprenticeship will take 15 months to complete.
Level 3 Certificate in customer service
This element of the programme is delivered within the college over the academic year with various starting points, the modules within the qualification are;
Mandatory Units
Optional Units (selection)
Competency portfolio construction (Skills and behaviour components):
This element of the programme is delivered within apprentices’ workplace, and is a collaborative approach from employers and the college. This will enable all apprentices to demonstrate occupation competency and develop all required skills and professional behaviours.
Functional skills:
Apprentices without Level 2 English and maths will need to achieve this level, prior to taking their end point assessment.
End Point Assessment:
All apprenticeship standards require apprentices to complete an end point assessment to successfully achieve the apprenticeship qualification. For this apprenticeship standard the end point assessment is;
Progression opportunities include;
The programme is structured on a modular basis and each module is delivered using a range of techniques including; lectures, case studies and discussions.
Competency portfolio construction (Skills and behaviour components):
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.
Your knowledge will be assessed through on line exams for the knowledge units and any functional skills you need to take.
The skills and behaviours will be assessed through a portfolio of work based evidence
The college will also conduct pre EPA assessments in collaboration with employers and apprentices to ensure all apprentices are competent when progressing onto end point assessment.
No additional costs will be incurred by apprentices or employers, unless specified within the commitment statement.
An institute for apprenticeships regulated:
Level 3 Customer services specialist apprenticeship
For further information or to apply please contact the Apprenticeship Team on 020 7258 5658 or email apprenticeships@cwc.ac.uk
Apprenticeship Standard Level 3 Customer Service Specialist
Level 2 customer service based qualification or significant experience within the accounting sector. We will undertake an assessment and skills scan to make sure that this qualification is suitable for you. It is preferable to have English and Maths GCSE Grade 4/C or above.
Must be working in a customer service role and have a contract of employment for at least 30 hours per week.
Care to learn - childcare support for young people aged 16-20
If you are aged under 20 at the beginning of your course, or moving to the 2nd year of a level 3 course, and are caring for your own child you may be entitled to £175.00 maximum per week, per child through Care to Learn.
Please ensure you register on the Care to Learn website even if you haven’t chosen your childcare provider or the course you want to study. Once you have registered Care to Learn will confirm financial support in principle.
For further details and help with making an application please visit https://www.gov.uk/care-to-learn or speak to a Student Advisor.
If you are aged 20+ when you start a course and need financial support to help with the cost of childcare while you study the college may be able to help.
You will be required to make use of any government NEF or 2+ Funding before requesting any financial support from the college.
It is essential that you speak to a Student Advisor prior to enrolling on a course to discuss your personal circumstances, childcare needs and to find out if there are funds available.
Eligibility for help with childcare costs is based on your personal circumstances.
You need to have evidence that you meet general discretionary Learner Support Funds or 19+ Advanced Learning Loan bursary fund criteria:
All childcare applicants approved for funding will be required to sign our Terms & Conditions and MUST inform the College immediately should they stop attending lessons for any reason.
Email learner.services@cwc.ac.uk to put your name on the childcare waiting list. You MUST speak to a member of the Student Advice or Learner Services team before you enrol on a course.The Education Funding Authority has allocated money to colleges to support students who are on low incomes or the dependent of parents on a low income, and need support towards their course-related costs or essential living costs or are facing financial difficulty.
For further information click here.
For further information on financial support for Looked after Children, Care Leavers and estranged young people, click here.