Category: Business Services
Level 3
Customer Service Specialist
Apprenticeship
Dealing with customer queries, purchases and complaints.
Key apprenticeship information
Title of embedded diploma/qualification:
Level 3 Apprenticeship Standard
Additional Functional Skills:
Level 2 English and maths
Awarding Organisation:
Training Qualifications UK
Qualification duration:
15 months and 12 weeks End Point Assessment
Who is suitable:
those with extensive customer service experience.
Non-levy employer contribution (5%) - £200 & levy paying employer contribution - £4000
Funding value and cost:
About your course
Frontline staff members known as adult care workers assist adults with care and support needs in achieving their individual objectives and living as independently and safely as they can, giving them power and choice over their life.
To work in care is to make a positive difference to someone’s life when they are faced with physical, practical, social, emotional or intellectual challenges. Adult Care Workers need to have the right values and behaviours developing competences and skills to provide high quality compassionate care and support. They are the frontline staff who help adults with care and support needs to achieve their personal goals and live as independently and safely as possible, enabling them to have control and choice in their lives which is at the heart of person centred care. Job roles are varied and determined by and relevant to the type of the service being provided and the person supported. Adult Care Workers may work in residential or nursing homes, domiciliary care, day centres, a person’s own home or some clinical healthcare settings.
What is included in the Standard?
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Business knowledge and understanding – continuous improvement, business strategy and leadership styles
Customer journey – end-to-end experience, identify pain points, escalation
Customer insight – loyalty, retention and satisfaction, insight data, culture and emotions
Customer service culture and environment awareness – regulatory considerations, understanding the role of customer service in your business.
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Business-focused service delivery – continuous improvement, resolving complex issues, solutions focus
Providing a positive customer experience -explore and interpret customer experience to influence positive results for the customer and company, be cost aware.
Working with your customers – gather feedback, analyse customer data
Customer service performance
Service improvement
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Develop self–Keep industry and best practice knowledge and skills up-to-date.
Ownership and responsibility – Take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation. Exercises proactivity and creativity.
Team working – Adopt a positive and enthusiastic attitude. Be adaptable and flexible to your customer needs.
Presentation – Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction.
How will your qualification be delivered
Our sector expert staff will support you to achieve the apprenticeship. We have highly skilled and knowledgeable staff with significant experience of working in the industry who will be able to share their experiences and support you. All learning is either on a 1-2-1 basis or small group webinars so you have the best experience possible with Phoenix 4 Training. You will have an eportfolio to gather and store all your evidence to support your apprenticeship.
End Point Assessment
There will be an external assessment at the end of the programme once the apprentice has achieved the ‘gateway’ requirements. The End Point Assessment (EPA) for the Customer Service Specialist Apprenticeship includes:
Practical observation
Work based project (Supported by interview)
Professional discussion.
The end-point assessment must be completed over a maximum total assessment time of two days, within an EPA period lasting typically for three months after the apprentice has met the EPA gateway requirements.
What you can do next
Having successfully completed this qualification, learners will have the opportunity to progress to the following: