Farnborough College of Technology
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About

About this course

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.

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If you have any questions about this course then please contact us by phone on 01252 40 55 55 or message us.

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Studies include

How will I be taught?

What does the apprenticeship cover?

  • The apprenticeship made up of Knowledge, Skills and Behaviours.
  • Knowledge is taught within college, one day every 2 weeks.
  • Skills are taught within the work place. You will need to generate a portfolio of evidence to demonstrate the following skills; business focused service delivery, providing a positive customer experience, working with your customers/customer insights, customer service performance and service improvement. You will be allocated a work based assessor to support you with this.
  • You will be taught about expected behaviours for the industry and general employment.
  • Functional skills English and Maths level 2 qualifications
  • End point assessment is the final stage of your apprenticeship and you must pass this to achieve your apprenticeship.  It is the chance to show the skills, knowledge and behaviours you have gained throughout you apprenticeship.

 

Find out about the new standard click on the link:

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist/

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Progression

What Next?

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

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Entry Requirements

What previous qualifications and experience will I need?

Individual employers set the selection criteria, but this is likely to include 5 GCSEs, including Maths and English, although some employers will accept other relevant qualifications and experience, including a relevant Level 2 qualification. Apprentices without English or Maths at Level 2 must achieve this prior to taking the end point assessment. You must be employed to start college as an apprentice. Please view our vacancies; https://www.farn-ct.ac.uk/apprenticeships/apprenticeship-vacancies/

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