Level 3 Customer Service Specialist Apprenticeships
Now is the time to invest in your team and reap the rewards...
Upskill your existing staff OR take advantage of our free Recruitment Support Service which offers:
- Advertising
- Screening and evaluation
- Shortlisting
- Interviewing
Understand your business environment and the position of customer service within it.
Understand each department’s role, and the consequences should things go wrong. Understand regulatory considerations. Gather feedback, evaluate the facts and implications in relation to loyalty, retention and satisfaction, act upon them using industry best practice.
Use your customer insights and how customers’ behaviour may require different approaches from you.
Analyse and present information to provide insight into customer types and organisational impact. Understand the role of emotions in bringing about a successful outcome and how customer expectations can differ between cultures, ages and social profiles.
Provide a positive customer experience through advanced questioning, listening and summarising skills, to negotiate mutually beneficial outcomes.
Use written and verbal communication to support positive engagement. Manage challenging situations within your authority to recommend changes to service or strategy.
Apply your Business Knowledge and Understanding.
Make recommendations about current business strategy. Understand the impact your service provision has, the value it adds and how to make continuous improvements. Apply appropriate leadership styles.
Evaluate the possible journeys of your customers, including issues and complex situations they might experience.
Understand the commercial factors underpinning business processes and authority limits that support you, and the reasons why customer issues sometimes need referral or escalation for specialist attention.
Personally commit to and take ownership for actions to resolve issues to the satisfaction of the customer and your organisation.
Exercise proactivity and creativity in identifying solutions to issues. Make realistic promises and deliver on them. Managing referrals or escalations, taking account of historical interactions to determine next steps.
Professional Consultation
We will provide expert support and guidance in finding the best apprenticeship for your needs.
Employer Portal
Tailored to your business requirements, including an E documentation library, real time progress and activity reporting and a communications hub.
Learner Management System
Using our UCANlearn Learner Management System we have stripped away paperwork and the bureaucracy often associated with Government funding.
Why UCAN?
We are an established provider with successful relationships with over 70 large and small public and private sector employers. We are approved on a range of public sector procurement frameworks eg. YPO.
What employers like about us:
Recruitment support service
We offer advertising, screening and evaluation, shortlisting and interviewing of prospective apprentices.
Flexible enrolment and delivery
Enrolment is all year round with online eligibility testing. Training can start within 7 days. There is no minimum cohort size. All training is completed in the workplace.
Dedicated sector specialist tutor for the duration of your apprenticeship
This provides continuity and consistency, with a tutor who is familiar with each of the apprentice’s settings and roles.
Content relevance and course length
Expert assessment of prior knowledge and experience to optimise course content and length, important when upskilling existing staff. OTJ hours are not a funding ‘measure’, they are a reflection of the normal activities.
Bespoke Programme Design and Resources
Apprenticeships are NOT one size fits all or ‘standard’. We have the skills to interpret your needs into the standard and add/ align your aspirational activities into KSB.
Functional Skills
Required English and maths is incorporated within our vocational resources from the apprentices’ starting level building to Level 2, all completed within the first 6 to 9 months of the apprenticeship. Our pass rate is 100%.
Information and Guidance
We incorporate bespoke behavioural development tools, designed to help apprentices become highly valued members of your team. Career management skills provide clear goals and career development strategies.
Achievement rates
Our achievement rates are over 30% higher than the national average and 33% of our apprentices achieve a distinction in their awarded apprenticeship.