Targeted Job Roles
Our Customer Service Specialist apprenticeship is designed for staff who are ready to take their customer service expertise to the next level – combining deep product and service knowledge with advanced interpersonal and problem-solving skills.
This programme is ideal for:
-
Customer service advisors
-
Helpdesk assistants
-
Contact centre agents
-
Customer support representatives
-
Client services administrators
-
Customer service team members looking to take on more responsibility
Course Structure
This apprenticeship is delivered through a blended, high-impact model, including:
-
2 immersive drama-based learning events
-
6 interactive workshops focused on key behaviours, knowledge and skills
-
Regular webinars for peer learning and content deep-dives
-
Quarterly workplace performance reviews to track progress and impact
-
Online assessments to build confidence and evidence achievement
Explore more about our engaging, real-world learning style on our Apprenticeship Training page.
Skills Coaching
Each apprentice is guided and supported throughout the programme by a dedicated Skills Coach — a seasoned professional who offers regular 1:1 coaching, feedback, and tailored development planning.
Learn more about the value of Skills Coaching and how it supports workplace success here.
End Point Assessment (EPA)
Throughout the programme, learners are continually supported by their Skills Coach and Tutors. The final End Point Assessment (EPA) includes:
-
A practical observation of real-time customer service delivery
-
A work-based project that demonstrates impact and innovation
-
A professional discussion, exploring knowledge, behaviours and reflection
Read through the course content below…
Duration
13 months
Level
3
Where?
This programme is delivered remotely, or for closed cohorts at a location that suits you.
Customer Service Specialist Course Content
Workshops
You, Your organisation & customer service
This first workshop explores your own roles within their organisation and how these contribute to excellent customer service. We’ll look at brand values, organisational structure and strategy, exploring how these and more commercial factors impact the service given to your customer.
Understanding and relating to your customer - Part 1
In the first part of these two related sessions, we’ll analyse and identify customer types, both internal and external, looking at how to anticipate their potential needs and think about the different approaches and specialist attention required. We’ll also explore how customer expectations can differ and understand how we can ensure our service is inclusive.
Understanding and relating to your customer - Part 2
In part two, we’ll build on the areas covered in part one, exploring how emotions play an important part in successfully relating to our customers. Working with our actors, we’ll look at the highs and lows of the customer journey and how an understanding of emotional intelligence can support positive interactions along the way.
Problem solving & decision making
This session focuses on the improvement of customer service. We’ll look at customer insights, and explore drivers for loyalty, retention and satisfaction, then link these to common challenges and how we can maintain a customer focused approach when solving problems and decision making.
Advanced customer service - Part 1
In this workshop we will begin to explore the skills required to deliver exceptional customer service at a specialist level. Focusing on supporting advanced written, verbal and non-verbal communication skills, we’ll look at how different leadership styles can be applied to customer service, and the importance of attitude and flexibility in providing a tailored approach which builds trust and maintains positive relationships.
Advanced customer service -Part 2
In this second session, we’ll build on the areas covered in part one, exploring how to use questioning and listening techniques to manage challenging and complicated customer situations. We’ll work with our actors to practice negotiation and influencing skills and look at how to effectively manage referrals and escalations to maintain a positive customer experience.
Making recommendation & support continuous improvement
This workshop pulls the programme content together and supports you to focus on methods to support the continuous improvement of customer service. We’ll look at how to gather customer feedback, critically analysing this to make recommendations in line with industry best practice and legislation.
Project planning & report writing
This session in particular supports you with the business project for endpoint assessment, which requires you to produce a report on a customer service related problem. In this session we’ll look at the basics of project planning and how to utilise project management tools to support the overall process. Your skills coaches will support with input around project ideas and report writing.