Customer Service Specialist Apprenticeship Standard | Walsall College
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Customer Service Specialist Apprenticeship Standard

This apprenticeship is ideal for those who have some basic understanding of customer services and who may already be working in a customer-focused environment, seeking to further their professional qualification.

The role of a customer service specialist is primarily to be responsible for dealing with difficult or complex customer service enquiries, queries or complaints. As a professional, apprentices will be encouraged to become an expert in products or services- providing best practice and identifying opportunities for improvements within the organisation.

Employer overview

Employers may want to put forward talented staff who have shown interest in progression within the organisation.

Apprentices on this course will develop the following skills, knowledge and behaviours:

  • A confident understanding of the organisation, its values, policies and procedures
  • Demonstrating professionalism, self-management, quality assurance and industry approved standards of behaviour
  • An awareness of the corporate strategy and how continuous improvement can impact the wider success of the organisation
  • An understanding of the customer profile and what drives customer retention and satisfaction.

For further course information click the download button.

The selection process will include a basic Initial Assessment and an interview during which suitability, commitment and interest for the programme will be determined. To be accepted onto the programme the individual will need to achieve Literacy and Numeracy at a minimum of Level 2 and have GCSE grade C or above in Maths or equivalent, and hold a Level 2 Customer Service qualification.
How do you become an Apprentice?
You might already be employed but if not, we may be able to help you find a suitable vacancy. View the Apprenticeships we currently have available at: www.walsallcollege.ac.uk/jobs/show/apprenticeship-jobs

Advanced apprentices, with support and opportunities in the workplace, can progress onto:

  • a Higher Level Apprenticeship programme in Contact Centre Management, Business & Professional Administration or Leadership & Management
  • further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality
  • a range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes
  • a range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management.

With additional training, advanced apprentices may be able to progress in their careers to roles including senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.

Basic Information

Course Code B80A34887P
Location Various Locations, not at Walsall College sites.
Level Level 3
Type Adv Apprenticeship
Fee An employer contribution may be required
Start Date Various

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