This Level 3 Customer Service Specialist apprenticeship is all about creating positive customer relationships which proactively and effectively address queries and / or complaints whilst encouraging service use or purchases. We increase the knowledge, skills, abilities and confidence of participants so that they are high performers with a “right first time” attitude and take ownership and responsibility for your products, processes or services.
We tailor make our Customer Service Specialist apprenticeships to meet the specific needs of your business or organisation by adding one or more ‘technical loops’ to the core programme. These focus on the specific technical skills associated with specific aspects of customer service – i.e creating customer satisfaction surveys. We can create any number of technical loops and plan these with you as part of our training needs analysis process. We include English and maths skills where these are needed.
Our Customer Service Specialist apprenticeship programme is delivered by a team of subject specialists, skills tutors, and Quality verifiers (continuously checking participants learning). The team will support your member of staff as they complete an in-depth apprenticeship programme that develops his or her knowledge, skills and behaviours. We use e-learning to enhance learning and assess knowledge.
Our teaching and learning is rated GOOD by OFSTED and 85% of our learners achieve merit or distinction grades at end point assessment.
We can tailor the content of each Customer Service Specialist to reflect the needs and specialisms of your organisation. All of our apprenticeships use a blend of virtual classrooms, workshops, e-learning, 1-2-1 coaching and work-based observations and assessments. We provide employers with a quarterly learning management report which details the progress and achievements of each of your ABM apprentices. You can also access the learners e-portfolio live at any time through your own employer login.
Each Customer Service Specialist apprenticeship is eligible for funding through the apprenticeship levy scheme. ABM Training UK Ltd is fully endorsed by the Education and Skills Funding Agency and can be found on the Register of Apprenticeship Training Providers (RoATP) by looking up our unique reference number: UKPRN 10029426
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Customer Service Specialist Apprenticeship: course details, themes and topics
Apprenticeship: Customer Service Specialist Level 3
IFATE Reference: ST0071
Awarding Body: NCFE
Recommended End Point Assessment Organisation: NCFE
Recommended Program Duration: 13 months
Entry Requirement: employed in a relevant job role
Minimum Weekly Employment Hours: 16
Apprenticeship Levy Tarif: £4000
This apprenticeship is delivered using a blended approach combing the learning and assessment activities described below.
Workshops and Virtual Classrooms for Customer Service Specialist Apprenticeship
Our Level 3 Customer Service Specialist apprenticeship programme includes all of the basic training that is needed to get a new member of staff up and running and delivering excellent care. Our programme structure is built around 7 themes or topics including:
- Businesses, organisations and customers
- The customer journey
- Customer insight
- Customer service culture
- Team working
- Equality and diversity
- Self development
Virtual classrooms are delivered using Zoom or Teams and are arranged on flexible basis with plenty of interactive learning and breakouts.
OFSTED officially rate ABM Training as GOOD
OFSTED inspected ABM Training is September 2021 and rated our training as GOOD against ALL criteria and judgements. Not only do OFSTED rate our provision as officially good … 85% of our apprentices achieve merit or distinction grades for this apprenticeship.
Use our contact form below to contact us for a list of all the Diploma units included in each pathway.
E-learning and Technical Loops for the Customer Service Specialist Apprenticeship
Our Level 3 Customer Service Specialist apprenticeship programme includes a series of integrated assignments and e-learning modules which are extended through a bespoke programme of technical loops. ‘Loops’ are designed to meet the specific context and needs of your organisation. We can deliver a wide range of options including:
- Customer satisfaction surveys and analysis
- Using feedback for customer service development in retail
- Team leading and supervision
- … more
Contact us for a full list of options
Maths and English
Everybody who works towards an apprenticeship with ABM Training is encouraged to improve their English and maths. Our Functional Skills Academy works with each learner to assess and understand their current skill level, strengths and weaknesses. Our specialist English and maths tutors build an individualised programme of study to help the apprentice build skills and confidence before preparing them for exams and assessments. We offer certification at Level 1 and Level 2 but we support ALL apprentices at all levels through the apprenticeship. Our work is supported by the NCFE Skills Builder platform.
Customer Service Specialist Apprenticeship: 1-2-1 Coaching
A specialist ABM Skills Tutor and Learning Mentor guides and supports apprentices through the programme via a series of 1-2-1s, workplace observations and online seminar groups. These sessions are designed to:
- assess learning progress
- review the acquisition and application of new skills in the workplace
- give and explain feedback on submitted work
- collect feedback on performance from line managers and peers
- prepare for End Point Assessment
Customer Service Practitioner Apprenticeship Assessment and Accreditation
Customer Service Specialist apprentices submit work for their portfolio throughout the apprenticeship. Work submitted is graded Pass, Merit or Distinction and detail feedback is provided by our staff. Feedback from tutors includes:
- Reasons for grading
- Advice and direction for improvement
- Likely EPA outcome / grading
- Comments on English and maths skills
- Signposting to additional and / or stretch and challenge learning
85% of all ABM Apprentices achieve Merit or Distinction grades at End Point Assessment
Book a call to find out more …
We’re adding new apprenticeship programmes throughout 2022 / 3 as we work with more and more apprenticeship employers. Book mark our page to keep up to date.
Interested in seeing a bit more of what we do ? Try our Apprenticetv channels to experience unique ABM online and video learning resources or call us on 01634 799950.