Courses, Training and Apprenticeships

Customer Service Administrator

Apprenticeship | Level 3

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 your 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 our your role with awareness of other digital technologies. This could be in many types of environment including contact centres, retail, web chat, service industry or any customer service point.

Course Length– 12 Months

Course Funding– £4,000

*Fully funded for organisations with less than 50 employees.

Modules:

  • Providing a positive customer experience
  • Business knowledge & undertanding
  • CS culture & environmental awareness
  • Customer insights
  • Developing self
  • Team working
  • Customers & their needs
  • Customer journey knowledge
  • Business focused service delivery
  • Service performance & improvement
  • Ownership/responsibilities
  • Sales

Key Areas:

  • Enhancing customer experience
  • Conflict management
  • Driving sales

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