Level Three Customer Service Specialist Apprenticeship

East Riding College

Flemingate Centre, Armstrong Way, Beverley, HU17 0GH

Apprenticeship

Level 3

Please note - For this apprenticeship you will need to find an employer to give you a placement, the provider may help you with finding one.

Available start dates

Tuesday, 01 September 2020

Flexible Start Dates

East Riding College (Bridlington Campus)

Full time

Daytime/working hours

Available start dates

Tuesday, 01 September 2020

Flexible start dates.

East Riding College (Beverley Campus)

Full time

Daytime/working hours

Course Summary

This apprenticeship aims to develop the skills and knowledge of people working in customer service roles such as administrative assistant, bank or building society customer adviser, bar staff or manager, business adviser, conference and banqueting assistant or manager, and contact centre operator.

Course Details

Developing self
Customer service legislation, regulation, policies and procedures
Effective team working
Brand, image and reputation
Business knowledge and understanding in a customer service environment
Specialist customer service knowledge and skills
Handling and resolving complex customer service issues
Improvement to customer service delivery

Optional Units:

Team leading
Retail operations
Planning and implementation of a sales campaign (s)
Marketing management
Use of social media in own organisation
Project management
Coaching and mentoring

How will it be delivered and assessed?

End Point Assessment is made up of three components:

Work based project supported by an interview
Practical observation with Q&A
Professional discussion supported by a portfolio of evidence

Entry requirements

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. You must achieve level 2 English and maths prior to taking the end point assessment.

Your next steps...

You could progress into higher education, an NVQ level four or a foundation degree. You could also progress to the Level Four NVQ in Customer Service or the Level Three NVQ in Management.

Additional information

http://www.eastridingcollege.ac.uk

For more courses like this, check our courses page.