Customer Service Specialist Level 3 Apprenticeship

This apprenticeship offers real experience in a busy recruitment office while working towards a Customer Service Specialist Level 3 qualification. Ideal for anyone looking to build practical skills, confidence and a strong foundation for a long-term career.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Answer telephone calls and respond to email enquiries from candidates and clients
• Provide a professional, helpful first point of contact for customers
• Register candidates and update records accurately on the CRM system
• Support consultants with interview bookings and candidate communications
• Maintain accurate records, including compliance and customer information
• Follow up with candidates and clients to provide updates and resolve queries
• Assist with job advert administration and job board responses
• Learn and follow customer service standards, processes and data protection rules
• Support the team with general administrative tasks as required
• Participate in training, reviews and apprenticeship learning activities

Where you'll work

UNIT 8
BROOKLAND HOUSE
BATTLEFIELD ENTERPRISE PARK
SHREWSBURY
SY1 3EH

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

SBC TRAINING LIMITED

Training course

Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Business focused service delivery: Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Business focused service delivery: Find solutions that meet your organisation's needs as well as the customer requirements
• Providing a positive customer experience: Through advanced questioning, listening and summarising, negotiate mutually beneficial outcomes
• Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Providing a positive customer experience: Demonstrate a cost-conscious mindset when meeting customer and business needs
• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
• Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
• Customer Service performance: When managing referrals or escalations, take into account historical interactions and challenges to determine next steps
• Service Improvement: Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
• Service Improvement: Make recommendations based on your findings to enable improvement
• Service Improvement: Make recommendations and implement, where possible, changes in line with new and relevant legislation, regulations and industry best practice