CODE: ST0071

          LEVEL: 3

          DURATION: 15 months

A work based development programme aimed at employees that are advocates of Customer Service and act as referral points for deal-ing with more complex or technical customer requests, complaints, and queries in line with the company vision, values and corporate social responsibility.

This programme is suitable for employees that have line management responsibility for a customer service team, are an escalation point for complicated or ongoing customer problems, are experts in your organisation’s products and/or services, share knowledge and best practice with other colleagues, gather and analyse data and customer information that influences change and improvements in service and utilise both organisational and generic IT systems to carry out your role with an awareness of other digital technologies.

  • Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation
  • Understand the impact your service provision has on the wider organisation and the value it adds
  • Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
  • Understand a range of leadership styles and apply them successfully in a customer service environment
  • Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience
  • Demonstrate a continuous improvement and future-focused approach to customer service delivery, including decision-making and providing recommendations or ad-vice
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organisations needs as well as the customer requirements that provide a positive outcome through the use of advanced questioning, listening and summarising to negotiate mutually beneficial resolution
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
  • Exercises proactivity and creativity when identifying solutions to customer and organisational issues
  • Share knowledge and experience with others to support colleague development
  • Adopt a positive and enthusiastic attitude, being open-minded and able to tailor your service to each customer
B-Skill directly delivers the whole standard through a delivery model that best suits the needs of the Employer. This can include 1:1 in the workplace, day release or a blended learning model that includes face-to-face sessions and distant learning via VLE.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.