FOR SUPERVISORS AND TEAM LEADERS TO DRIVE CUSTOMER LOYALTY AND RETENTION
Designed to provide employees in customer-facing and digital roles with a high level of training in customer care and outstanding service, this programme combines technical knowledge of operations and legislation with insights into consumer behaviour.
Learners will focus on developing competence with systems such as Excel and CRM software, leadership skills, and expert communication to influence customers, deal with challenges and manage stakeholders. They will become resilient and adaptable key decision-makers within their teams.
KEY INFORMATION
- Drive continuous improvement with customer-focused leaders
- Embed a proactive approach to enhance performance
- Improve decision-making through data gathering and analysis
- Hybrid, online and in-person delivery
- Practical experience balanced with theoretical learning
- Open cohorts for less than 11 apprentices available with rolling start dates throughout the year
- Closed cohorts for more than 11 apprentices starting at a time that suits your brand
APPRENTICESHIP DETAILS
The Level 3 Customer Service Specialist apprenticeship offers an opportunity for those in supervisor-level roles to enhance their customer service skills.
- Open cohorts start in February/March, April/May and September/October
- Closed cohorts can start at any time
- Hybrid, online and in-person delivery
- Practical experience balanced with theoretical learning
Level 3 Customer Service Specialist apprentices will focus on blending technical knowledge of operations and legislation with understanding and analysing consumer behaviour insight. This course will help develop leadership and communication skills, as well as building confidence in decision making, adaptability and resilience.
On successful completion of the course, learners will be competent in using CRM systems and Excel to manage customer and business data to drive excellence within their team. They will also gain the ability to communicate effectively with customers and other stakeholders to influence decisions and deal with challenges.
The Level 3 Customer Service Specialist apprenticeship costs £4,000 per learner which includes End-Point Assessment.
Funding
Apprenticeships can be funded from your Apprenticeship Levy or by Government Co-Invest. If you do not pay the Levy, the Government will fund 95% of the programme, meaning you pay as little as £200 per person you enrol. We are also able to offer privately funded places for any employees not eligible for apprenticeship funding. For further information about funding options, eligibility and costs, please contact us.
Cost Includes:
- Bespoke off-the-job learning plan
- Programme Manager overseeing the learner journey and apprentice experience
- Delivery of the programme by retail experts
- Blend of sessions including online learning, webinars, in-person workshops, and individual coaching and support
- Preparation and support for End-Point Assessment
- Dedicated Client Manager
- Access to FRA resources including WGSN, LinkedIn Learning, Global Data, Business of Fashion, Fashion/Beauty Monitor and Drapers
- Online e-Portfolio
- Monthly progress report
Duration: 12-15 months
The Level 3 Business Administrator apprenticeship typically takes 13 months to complete, followed by a period of end-point assessment of approximately 3 months.
Next Open Cohort Intake
April/May 2024
September/October 2024
February/March 2025
Enquire now to secure places for your team
Closed Cohorts
We can begin a closed intake apprenticeship at any time that suits your brand. We require a minimum of 10 learners to offer a closed cohort for Level 3 Business Administrator.
For our closed-access programmes, we can devise a flexible programme and delivery model to support the needs of your business – please get in touch to find out more about the options available.
Off-the-job learning is delivered through a combination of full day and half day group workshops approximately every 3–4 weeks, which may take place online or in person.
Learning modules
Module 1: Business Knowledge & Understanding
- Continuous improvement in customer service
- Service provision & impact on wider organisation
- Business strategy
- Principles & benefits of effective decision-making
- Leadership styles
Module 2: Customer Journey
- Evaluating customer journeys & the end-to-end experience
- Resolving customer issues & complex situations
- Fundamental business processes
Module 3: Customer Insights
- Gathering customer feedback, through a variety of methods
- Critical analysis of customer needs
- Customer types
- Identifying & anticipating customer needs and expectations
Module 4: Service Culture & Environmental Awareness
- Manage challenging & complicated situations
- Enabling & delivering change to service or strategy
- Explore the customer experience
- Commercial thinking that meets customer and business needs
- Highs & lows of the customer journey
- Utilising communication skills to support positive customer outcomes
Module 5: Service Improvement
- End-to-end service customer experience
- Development of service solutions
- The regulatory framework
- Legislation and industry best practice
Module 7: EPA Prep
- To ensure apprentices are ready for Gateway and EPA
- Assessments aligned with EPA requirements
- Project with presentation and questioning
- Professional discussion with portfolio
End-point assessment
For the Level 3 Customer Service Specialist apprenticeship, end-point assessment is provided by EFI Awards. EPA typically takes 3 months to complete.
EPA includes Practical Observation, Work-Based Project and Interview, and Professional Discussion.
It’s a true collaboration between two organisations that, at their heart, have in common creating opportunities and opening doors for young people.
Andy, Director of Buying Operations, TJX Europe