Title

Accounting & Professional Studies

Apprenticeship Standard Advanced Customer Service Specialist - B062

Conway Park Delivered On Employer Premises Level 3

Or Register your interest in an apprenticeship - call 0151 551 7610

This Apprenticeship is suitable for those who are in a Customer Relationship Manager, Customer Service Co-ordinator, Customer Service Team Leader role.

Some of the duties in these roles may include communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, using software/office equipment to communicate, keeping records, gathering and analysing customer feedback and leading a team.

Course Details

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.

Entry Guidelines

Apprentices must be in paid employment of at least 30 hours per week. Apprenticeships where the Apprentice is working and studying for less than 30 hours per week are by exception only.

In any circumstances the Apprentice must not work for less than 16 hours per week.

There are no specific entry requirements for this Apprenticeship. However, a good standard of english and maths, and prior experience in a customer service role would be advantageous.

Additional Information

Apprenticeships are designed for individuals who are in paid employment within the sector and would like to achieve qualifications which recognise the skills they gain in the workplace. An Advanced Level Apprenticeship will take a minimum of 15 months and a maximum of 24 months. If you have already found a job you may be able to convert it into an Apprenticeship. Speak to your employer and discuss the opportunity of you becoming an Apprentice. There is plenty of help and support for you and your employer and they may be eligible for a grant. Contact our Employer Services team for more information on 0151 551 7610 or by email at This email address is being protected from spambots. You need JavaScript enabled to view it..
Are you aged 16-18?
Study programmes are full-time courses for 16-18 year olds which include:

  • A qualification such as BTEC Extended Diploma
  • Meaningful work experience or preparation for work
  • English and maths, if you don't already have GCSE grade A* - C in English and maths
  • Non-study activities such as tutorials, voluntary work, fund-raising/charity work, sport or trips
Where can I progress to?

Learners could progress on to an enhanced job role using the skills developed through completion of the qualification into sector specific job roles which contain elements of transferrable customer service skills, potentially including the undertaking of additional sector specific vocational qualifications.

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Apply Now

Starting 1st August 2020 - Ending - 27th July 2023

REF B062M001

Please contact Employer Services team on 0151 551 7610.

The fee quoted is for the academic year 2020-21.

For advice and guidance, please contact Student Services via our online enquiry form

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