NSCG | Customer Service Specialist Advanced Apprenticeship Standard
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Course overview

The topics you will cover whilst training include:

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.

Topics Include:
Business Knowledge and Understanding
Customer Journey knowledge
Knowing your customers and their needs/ Customer Insight
Customer service culture and environment awareness
Business focused service delivery
Providing a positive customer experience
Service improvement
Typical job roles include:
Customer Service Apprentices may be the first point of contact and will work in a range of roles including Customer Service Assistants and Representatives/Agents.

What else do I need to know?

On an apprenticeship programme you usually will work for a minimum of 30 hours a week for the employer and then have one day a week at college or designated time in the workplace.
Some job roles will require a DBS before starting, you will be advised at interview stage if this is required.
Whilst you are on an apprenticeship your employer pays you a salary, this includes all off the job training.

What are the entry requirements?

High working standards, communication and problem solving skills, plus the ability to work in a team, along with a keen interest in information technology are ideal qualities for candidates.

Candidates need a minimum of four GCSEs grade A-C or grade 4 and above and in math’s & English. If you do not have a suitable math’s and English or IT qualification, you will complete initial assessments to identify if you can achieve Functional Skills at level 1.

How is it assessed?

To achieve your apprenticeship you will also need to achieve a minimum of a pass in the end point assessment.

Where the apprentice has not already achieved Level 2 English and Math’s, they must do so before taking the end-point assessment.
The End Point Assessment includes:
• Practical observation
• Apprentice showcase
• Professional discussion

What financial support is on offer?

While you are on an apprenticeship your employer pays you a salary and supports you whilst you undertake your training

What can I do next?

If you successfully achieve all parts of the apprenticeship, your assessor will discuss your next steps to take. Dependent on your roles and responsibilities, this may be the next level of the subject you have been studying already or a different pathway.

How do I find out more?

Telephone: 01782 254287 (Newcastle office) or 01785 275660 (Stafford office)
Email: apprenticeships@nscg.ac.uk

Business & Professional Studies

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