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Customer Service Specialist Level 3

Bookmark   This course is fully funded for eligible candidates

A professional for direct customer support within all sectors and organisation types. The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.

Why choose Runway?

  • You will gain a internationally recognised qualification
  • Flexible online learning
  • Our staff are experienced managers from range of backgrounds that will support your learning journey every step of the way
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  • University of Cambridge
  • Vision Express
  • Reed
  • Youngs

Course Information

Course Overview Gradient Arow about course Gradient Arow how does it work? Gradient Arow what will i study? Gradient Arow mandatory course units: Gradient Arow where do i study? Gradient Arow how long does it take? Gradient Arow what does the course lead to? Gradient Arow how will i be assessed? Gradient Arow

Course Overview

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.

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About Course

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.

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HOW DOES IT WORK?

This qualification requires you to demonstrate the skills and knowledge required to work in a customer service role. You will need to be able to deliver customer service, understand customers and manage personal performance development.

 

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WHAT WILL I STUDY?

The qualification is made up of mandatory and optional units and your Assessor will help you chose the correct number of optional units to achieve the qualification.

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MANDATORY COURSE UNITS:

  • BUSINESS KNOWLEDGE AND UNDERSTANDING
  • CUSTOMER JOURNEY KNOWLEDGE
  • KNOWING YOUR CUSTOMERS AND THEIR NEEDS / CUSTOMER INSIGHT
  • CUSTOMER SERVICE CULTURE AND ENVIRONMENT AWARENESS
  • BUSINESS FOCUSED SERVICE DELIVERY
  • PROVIDING A POSITIVE CUSTOMER EXPERIENCE
  • WORKING WITH YOUR CUSTOMERS / CUSTOMER INSIGHTS
  • CUSTOMER SERVICE PERFORMANCE
  • SERVICE IMPROVEMENT
  • DEVELOP SELF
  • OWNERSHIP / RESPONSIBILITY
  • TEAM WORKING
  • EQUALITY
  • PRESENTATION
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WHERE DO I STUDY?

You will work towards the Level 3 Customer Service Specialist Standard qualification in the workplace.

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HOW LONG DOES IT TAKE?

15-18 MONTHS

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WHAT DOES THE COURSE LEAD TO?

Advanced apprentices, with support and opportunities in the workplace, can progress onto:

  • Level 3 ILM training
  • Further education to undertake customer service, business related or other qualifications

Advanced apprentices may be able to progress in their careers to roles including Customer Relationship Manager, Customer Service Executive Officer, Customer Service Delivery Co-ordinator, Customer Service Team Leader, Customer Service Supervisors and Managers, Senior Customer Service Advisers or a wide range of other Customer Service related roles.

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HOW WILL I BE ASSESSED?

Suitable evidence can be observations completed by your assessor, testimony provided by your line manager or discussions with your Assessor supported by evidence such as documents, reports, letters and emails.

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  • Very informative and enjoyable.

    Very informative and enjoyable. Well presented by Alison and well supported by Seb. Thank You!

    A. Dawkins

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  • It's extremely knowledgeable

    Overall I enjoyed the course and found it extremely knowledgeable and tutorials were easy to follow. The tutor gave excellent feedback with prompt replies.

    Z. Jane

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    This was great to work around a full-time job as [I] could select as and when to watch the videos and complete the tasks.

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  • I would highly recommended it to anyone

    I loved the quality of the video as well as the knowledge of the tutor. I am planing to attend more online training run by Runway Training and I would highly recommended it to anyone who wants to improve their skills sets.

    S.W.

    Aspiring Manager.

  • Many thanks Runway training

    I have gained much knowledge from this course. It is the first time I have accessed training virtually and everything was easy to follow with clear instructions for which questionnaire to complete, video to watch or attachments to read. In particularly I found the personality traits and what motivates others and may demotivate another. I will take this learning with me onto the next stage of my career.

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    ILM Level 3 Award in Leadership & Management

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    I will like to show a big appreciation to Zoe Harrison for her support during my apprenticeship to guide me to get not only to pass but to achieve a distinction. She has been very dedicated and supportive during the time that I have known her whilst on the apprenticeship. Zoe has been a source of encouragement to me during times when I questioned whether the apprenticeship was for me and considered dropping out. I just wanted you to know that I believe that Zoe is extremely competent as an apprentice tutor and knows her craft. I believe that she is a valued asset to your organisation and under her guidance many apprentices will succeed. Many thanks

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  • We are extremely impressed with the quality

    Pepenbury is a charity that provides high quality care and support for adults with learning disabilities and complex needs.  We train our staff with the necessary skills in order for us to provide the best possible care and management in both Care and non-Care focused roles within the organisation. We have worked with Runway Training over the past year and are extremely impressed with the quality of the training, support and resources provided including the knowledge and expertise of all the staff that we have had the pleasure of working alongside. As an employer, Runway Training have provided us with the flexibility to up skill our staff across various departments including Care (both Residential and Domiciliary) through Health and Social Care programmes but also through Retail Management and Business Administration qualifications.  All staff have been trained to an extremely high standard and Runway Training have worked collaboratively with us, the employer, to support staff through all aspects of their training. Their breadth of knowledge and quality of provision make Runway Training a leader in their industry and it is clear to see how they have achieved all of their current and past accolades.  Their staff are all expert in their fields and it is evident that they pride themselves on professional conduct, which as a result provides highly knowledgeable and up skilled staff for our organisation; we cannot recommend Runway Training highly enough.

    Lisa Mitchell

    Pepenbury, Kent

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    I would like to say that I had a fantastic learning experience with the company, I found you very professional at all times, great communication throughout and very supportive. The on-line maths formative assessments where very good and helped me be successful. You were able to get me through the exam in time and I was pleased to receive my certificate when I returned from our holiday, so well done I would certainly recommend you to others.

    Mike Rooksby

    Runway Direct Learner, Bristol

  • I really enjoyed the course

    I really enjoyed the course and recapped over somethings that I had already learnt and learned many new things. I also liked that Maureen allowed me to take the lungs out of the Sams (Resusci-Doll). Thank you!!

    Christin Weatherburn

    Emergency First Aid at Work, Orchard Hill Partnership, Surrey

  • Very good, fun and informative.

    Visual information, activities, group work all excellent. I feel like I gained knowledge and I'm sure I will use it in the future.

    T. Champion

    Emergency First Aid at Work, Homeless Care, Maidstone

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    Thank you for all your support and patience, I would not have been able to get through it without you.

    Julian Tudor

    Business and Administration Apprentice, Porchlight, Canterbury

  • I really enjoyed the course.

    Learning was made fun and very interesting and helpful for my job and home life. Yvonne was great. Thank you

    E. Barnes

    Emergency First Aid at Work, St Martins School, Tunbridge Wells
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