Customer Service Specialist Level 3 Apprenticeship

Management training courses designed around your EXACT REQUIREMENTS
and the business outcomes that you want to achieve

Customer Service Specialist
Level 3 Apprenticeship

Ideal for those who provide specialist customer service support, help and guidance
 

Apprenticeship Programme Overview

If you have employees who are responsible for dealing with more complex or technical customer requests, complaints and queries then this programme can really help them to excel at what they do.

A Customer Service Specialist is an expert in your organisation’s products and/or services, who is able to share knowledge with their wider team and colleagues. They gather and analyse data and customer information that influences change and improvements in service.

Their role is often an escalation point for complicated or ongoing customer problems and they utilise both organisational and generic IT systems to carry out their 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.

This programme is fully customisable.

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What Will Your Employees Improve?

Knowledge

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  • Business knowledge and understanding
  • Customer journey knowledge
  • Knowing your customer and their needs
  • Customer service culture and environment awareness

Skills

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  • Business focused service delivery
  • Providing a positive customer experience
  • Working with your customers
  • Customer service performance
  • Service improvement

Behaviours

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  • Developing self
  • Ownership/responsibility
  • Team working
  • Equality – treating customers as individuals
  • Presentation – to build trust, personal language


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CUSTOMISED & UNIQUE

Developing Your Programme

Key to the success of your apprenticeship programme will be for MTD to work in partnership with you to develop your programme so that it reflects your mission, values and behaviours, harnesses core working practices, terminology and wherever possible aligns to or embeds in house training opportunities.

Working in partnership with our curriculum experts we will develop a programme that is unique to your organisation.

The programme will be designed around your exact requirements to ensure that you receive real, tangible outcomes that can be evidenced in the workplace.

Below is some further information about the entry criteria and structure of the Customer Service Specialist Level 3 programme.


Programme Details

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Length Of
Programme

 

This programme takes a minimum of 15 months to complete. We’ll create a development schedule that aligns with your business requirements and availability of your people.

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Entry
Requirements

 

Learners will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

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Need Maths &
English Support?

 

Learners will be supported to develop and improve their English and maths skills prior to sitting their Functional Skills exams by our specialist functional skills trainers.

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Developing Knowledge,
Skills & Behaviours

 

Achieved through a programme of masterclass workshops, tasks, activities and research. The masterclasses can be delivered face to face or online delivered by our specialist trainers.

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Personalised Skills
Coaching & Support

 

Learners will be required to demonstrate their skills, knowledge and behaviours in the work setting. This activity will be supported by one of our experienced skills coaches.

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End Point
Assessment

 

Throughout their apprenticeship journey, learners will be given support to develop their understanding and approach to completing their end point assessment.

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BLENDED APPROACH

Programme Structure

This programme has been designed in a way that will maximise the performance of each learner. Learning the theory of a topic is great but it’s what the learner does to embed the learning and actually use it, that matters most.

All learning is reinforced with ongoing coaching, online resources and off-the-job activity to bring it all to life.

Each part of the programme supports the learner to apply their knowledge and skills via INTENT – IMPLEMENT – IMPACT.

  • What did they plan to change?
  • What did they change and how?
  • What impact did it make?
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Onboarding & Induction
Initial workshop and event about the programme and how to get a high grade.

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5 x 1-Day Masterclasses
Practical and engaging. Can be classroom based or delivered virtually. Run by best in class trainers.

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Digital Learning
To take in-between masterclasses and to help embed the learning. Self-study and in the flow of work resources.

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Ongoing Reviews
Held between the learner, employer and skills coach to monitor progress and to make any adjustments.

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End Point Assessment
End of programme assessment. Consists of activities like observations, evidence, tests and discussions.

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Skills Individual Learning Plan
Creation of a pre-programme learning and development plan. Includes goal setting and actions.

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Regular Coaching Sessions
One to one development with a designated skills coach. Covers skills and an assessment progress review.

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Off-The-Job Training
20% of the learner’s total working hours is used for “off-the-job” learning and development activities.

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Support & Help
Our designated skills coaches will always be on hand to help your learners all throughout the programme.

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Apprenticeship
Learners gain a pass, merit or distinction from their end point assessment based on their results.


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PRACTICAL & ENGAGING LEARNING

Programme of 5 x 1-Day Masterclasses

Our masterclasses are facilitated by best in class trainers for each topic. Content, activities, tasks, exercises and discussions are covered before, during and after each session to bring the learning to life and to ensure that it is implemented.

  • Customer Journey Knowledge, Knowing your Business and Organisation and your Role and Responsibility
  • Understanding the Organisation
  • Knowing your Customers and their needs – Customer Insight
  • Customer Service Culture and Environment
  • Systems and Resources – Customer Experience
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Masterclass 1
Customer Journey Knowledge, Knowing your Business and Organisation and your Role and Responsibility

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • What does the customer journey look like?
  • Why do customer issues and complex situations sometimes need referral or escalation for specialist attention
  • Understanding commercial factors and authority limits for delivering the required customer experience
  • Understanding the principles and benefits of being able to think about the future when taking action or making service-related decisions
  • What does continuous improvement mean in a service environment?
  • How service recommendations for change impact on the organisation
  • Understanding the underpinning business processes that support the best outcome for customers and organisation
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual
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Masterclass 2
Understanding the Organisation

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • What does excellence look like in your role?
  • Determining the value of your role as an expert in the organisation
  • Understanding your organisation’s current business strategy in relation to customers and the importance of making recommendations for the future
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual
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Masterclass 3
Knowing your Customers and their needs – Customer Insight

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • Understanding the importance of your internal and external customers.
  • How customers behaviour requireS different approaches and responses depending upon their specific needs
  • How to analyse and present a range of information to provide customer insight
  • Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
  • Understand how customer expectations can differ between cultures, ages and social profiles
  • How to review and understand a wide range of customer types and the role of emotions in bringing about a successful, positive and sustainable outcome for all parties
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual
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Masterclass 4
Customer Service Culture and Environment

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • Understanding the appropriate legislation and regulatory requirements that affect the business
  • Understanding your responsibility in relation to legislation and regulatory requirements and how to apply it when delivering service
  • How to problem solve and make better decisions to provide recommendations and advice
  • How to manage and resolve complex issues using a variety of techniques and strategies
  • How to find a solution that meets the need of the organisation and the needs of the customers
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual
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Masterclass 5
Systems and Resources – Customer Experience

The following topics will be covered before, during and after each masterclass and as part of the off-the-job learning:

  • Understanding your systems, equipment and technology to meet the needs of the customer and their pros and cons
  • Learning how to measure and evaluate the customer experience
  • Understanding various types of measurement and evaluation tools available to monitor and record customer service levels
  • How to proactively gather customer feedback, through a variety of methods
  • Critically analyse and evaluate the meaning, implication and facts of feedback and act upon it
  • How to build trust with a customer and how this can be achieved
TickSpecialist Trainer TickEngaging TickPractical Tick Customised TickFace to Face or Virtual

Programme Brochure

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Get In Touch!

If you have got some training requirements in mind please call us on 0333 320 2883 or complete the online form below and tell us about what they are and we’ll get back to you with some options and costs.