Customer Service Specialist Apprenticeship

A customer service specialist demonstrates professionalism towards customers and supports the organisation.  They have a great deal of knowledge about the organisation's products and/or services, and act as a point of contact to support customers and colleagues with complex requests, complaints and queries.

Customer Service specialists also analyse customer data, implement changes to improve services and are attentive to various digital technologies.

Roles include customer service specialist, customer service manager and customer service team leader.

 

Course Content

Apprentices need to know: 

Knowledge

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

Skills

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

Behaviours

  • Develop self
  • Ownership/responsibility
  • Team working
  • Equality
  • Presentation

  

Entry Requirements

Level 1 Functional Skills in English and Maths together with a genuine interst in the industry. Applicants should have an excellent reference and possess a positive attitude towards their development and progression in the sector.  They will need to be successful in the interview process with Kingston College and an employer for an appropriate role in the retail environment.

Duration and Delivery

The length of time taken will depend on the ability of the individual apprentice and employer requirements.  The minimum duration exceptable for the completion of apprenticeships is 12 months and maximum is 15 months. Successful applicants will learn on the job practical skills in the workplace 4 days per week and attend college one day per week.  This may include weekends, evenings and college holidays. 

Progression

On successful completion of this course, students may progress to study an Advanced Apprenticeship or employment. 

Additional Information

For students who are 19+ an Employer Contribution will be required
The course will be delivered at the Kingston College Kingston Hall Road centre.
For further general information please email This email address is being protected from spambots. You need JavaScript enabled to view it. or call them on 020 8268 3073.
For course specific information please email This email address is being protected from spambots. You need JavaScript enabled to view it. or call her on 020 8268 2750.

Information for Employers

How can a Customer Service Apprenticeship help you?

This Apprenticeship framework is designed to meet the needs of employers and to provide a vocational pathway into the customer services professions.  Intermediate level apprentices will train as customer service assistants.

Apprentices learn on the job practical skills, working at a business four days and attending college one day each week. The duration of the course is 15 months
This Apprenticeship framework is designed to provide Apprentices with the knowledge, skills and understanding they need to perform their job role and to support their future progression. Apprenticeships are an ideal way to help your businesses harness fresh new talent.

 

What do you need to know?

Apprenticeships can be suitable for either a new employee or an existing member of staff. They typically involve of four days a week ‘on the job’ training and one day a week at College.

 How we can help you

  • By explaining the way Apprenticeships work
  • A dedicated assessor to perform work place assessments
  • Support your new and existing staff into Apprenticeships, subject to eligibility
  • Provide a free recruitment service to help you find the right apprentice for your organisation

 

Campus

Kingston Hall Road

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