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HYA Training Limited

Customer Service Specialist Apprenticeship - Level 3 (New Standard)

HYA Training Limited

Hi-Tech House, Hi- Tech Park, Goulton Street, Hull, HU3 4DD

Apprenticeship
Level 3
ST0071
Business, Administration and Law

Course Summary

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. You are often 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. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

Course Details

This apprenticeship qualification will cover a large amount of Customer Service disciplines, combined with an external assessment to certify qualification

How will it be delivered?

You will be learning on the job, whilst taking a set amount of hours per week to progress through your study work.

One of HYA's specialist assessors will visit you in your place of work to set you with new work, and to feedback on work previously submitted.

The qualification is internally assessed by centre staff and externally verified by the awarding body.

You will also undertake a mandatory End-Point-Assessment (EPA) which is evaluated by an external party. This is a practical appraisal of the skills and knowledge you have developed whilst on the job.

Entry requirements

There are no formal entry requirements, however some employers prefer GCSE C / 4 / or above for Maths & English

Apprentices will be required to have/achieve Level 2 Functional Skills in English and Maths, prior to their End-Point Assessment.

This apprenticeship course can also be used to 'upskill' existing employees who are already in full time work.


For more courses like this, check our courses page.