Customer Service Specialist – Level 3

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Contact Ginger Nut for the latest information

How Ginger Nut Deliver

Delivery of the standard is based around modules consisting of introduction, training, personal study, and observation. To support learning, we utilise Highfield workbooks which are an online resource mapped to the apprenticeship.

The standard is delivered through a combination of monthly one to one sessions of 2 -2.5 hours and monthly knowledge sessions of an hour to introduce each knowledge module. The areas covered in the apprenticeship are:

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 where you will be required to demonstrate a continuous improvement approach, resolving complex issues, and finding solutions to meet your organisation’s needs
  • Providing a positive customer experience where you will be required to demonstrate a cost-conscious mind-set and manage challenging and complicated situations
  • Working with your customers/customer insights where you will be required to demonstrate your ability to analyse and evaluate customer feedback
  • Customer service performance where you will be required to demonstrate your ability to manage referrals and escalations
  • Service improvement where you will be required to analyse the end-to-end service experience and make appropriate recommendations

Behaviours/Attitudes

  • Developing self
  • Ownership/responsibility
  • Team working
  • Understanding equality
  • Presentation

Project Activity and Portfolio Building

Each module covers aspects of knowledge, skills and behaviours and helps the learner build the experience and portfolio they need to successfully complete their apprenticeship.

Gateway and End Point Assessment

Before gateway the collected documents are combined to create the learners’ portfolios. This approach means that learners and tutors ensure that all knowledge, skills and behaviours required are fully tracked throughout the apprenticeship with learners having a clear understanding of their growth in knowledge and related progress.

The End Point Assessment is based around a work-based project report of 2,500 words, which is based on a live business challenge, supported by a 60-minute interview. The work-based project is started after gateway and must be pre-approved by the Awarding Organisation. A practical observation followed by a question and answer session which must take place before the 60-minute professional discussion, which is based around their portfolio.

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Level

Level 3

Duration

Total Length of Apprenticeship, including End Point Assessment (subject to working hours and reasonable adjustment) – 18 months

Cost

Maximum cost of Apprenticeship, including End Point Assessment (subject to reasonable adjustment) - £4,000  

Appropriate Learner Roles/Activities

This apprenticeship is aimed at senior members of a customer services team who tend to be points for escalated enquiries while being an advocate for best practice across their teams.

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