To achieve this apprenticeship, you will study the City & Guilds Level 3
Diploma for Customer Service Specialists qualification. This qualification has
been developed to support learners completing the Customer Service Specialist
Apprenticeship Standard and covers the required knowledge, skills and
behaviours.
The qualification covers a range of topics through 8 mandatory units and 1
optional unit.
Mandatory units:
• Developing self
• Customer service legislation,
regulation, policies and procedures
• Effective team working
• Brand,
image and reputation
• Business knowledge and understanding in a customer
service environment
• Specialist customer service knowledge and skills
•
Handling and resolving complex customer service issues
• Improvement to
customer service delivery
Optional units:
• Team leading
• Retail operations
• Planning and
implementation of a sales campaign(s)
• Marketing management
• Use of
social media in own organisation
• Project management
• Coaching and
mentoring*
*This unit is achieved through completion of an online multiple-choice test
under exam conditions.
Functional Skills in English and Maths. These are key elements of your
apprenticeship and are essential to the role of a customer service specialist.
If you do not already have a GCSE at grade A*-C (or new grade 9-4) in these
subjects you will be required to study Functional Skills at the appropriate
levels. Maths and English skills will support your apprenticeship programme,
assisting you with assignment writing, research, job applications, problem
solving and data analysis, to mention just a few.
Most employers look for ability in these areas and the majority of university
courses require you to have Maths and English GCSEs at A*-C (or new grade 9-4).
This is why the development of Maths and English is so important, whatever your
field of study.
