Customer Service Specialist - Advanced Apprenticeship

Course Code: WP00044


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Course Overview

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your 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.

Entry Requirements

All Apprenticeships require an initial assessment, interview and employment in the industry. Level 3 applicants are required to hold a GCSE Grade 4 (formerly grade C) or above in Maths and English or be prepared to work towards Maths and English Level 2 Functional Skills.

Career Options and Progression

Assessment Methods

Teaching and Learning Methods

The skills and behaviours will be assessed through a portfolio of work based evidence, portfolio building and professional discussions.

Apprenticeship standards require apprentices to complete an end-point assessment. For this apprenticeship standard the end point assessment is:

  • Practical observation with Q&As
  • Work based project supported by an interview 
  • Professional discussion supported by portfolio evidence


Industry Placement and Field Trips

Other Costs and Equipment Needed

Expert Tutors

All staff involved in the delivery of any courses within the College are approved to teach and/or assess the subjects and modules they deliver. The approval process ensures that staff delivering and/or assessing a given programme are appropriately qualified, with relevant technical and industrial experience and professional practice.

Tuition Fees

Terms and Conditions

European Structural and Investment Funds
Council for Independent Education
European Social Fund
Lancaster University
Disabled Confident
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