Quest Apprenticeship – Customer Service Specialist

Quest Apprenticeship

Customer Service Specialist – level 3

Description

Quest apprenticeships give learners the opportunity to gain new skills, knowledge and behaviours which can be put into practice in the workplace and are a great development opportunity. Study is alongside your current role and there is no change to terms and conditions.

As an advocate forcustomer service, you\’ll currently be in a role where you deal with customer requests, complaints and queries, often acting as a referral point for dealing with more complex customer requests, complaints, and queries. In this apprenticeship you\’ll discover what contributes to offering a positive customer experience.

Topics covered include:

• Business knowledge and understanding
• Customer journey
• Customer needs and insights
• Providing positive customer experience
• Culture and environment awareness
• Service delivery and improvement

What\’s in it for me?

You will achieve the Level 3 Customer Service Specialist apprenticeship by developing the knowledge, skills and behaviours which will set you in good stead for your progression. As an expert in GWR\’s products and services, you will also become confident in sharing your knowledge with colleagues to support their development. You\’ll work with your tutor, skills officer and a GWR mentor to achieve your goals.

During this 18-month programme, youwill be required to be released for learning for approximately two days a month, and in addition you should also expect to study and complete assignments in your own time. Once training has been concluded there will be an End Point Assessment.

Ourdelivery partner

The programme will be delivered by Ofsted Outstanding Exeter College mainly online with some face-to-face sessions, as well as online support and eight weekly reviews. Tutors from Exeter College will work with you to prepare you for the End Point Assessment.

Functional Skills for maths and English are no longermandatory, however can be undertaken with line manager agreement. Exeter College will continue to offer support where need with maths and English throughout the apprenticeship.

Applicantswill be required to complete an application form and if short listed, a short on-line information session with the college tutor.

Please note, as part of the short-listing process,your application form will be shared with Exeter College.

You can find out more about the apprenticeship and what you can expect to learn here: https://www.instituteforapprenticeships.org/apprenticeship-standards/st0071-v1-2

For further information please contact:

Sarah Elkins, Coach and Mentor on 07788 153841

Adele Wheeler, Coach and Mentor on 07525 275374

Ekaterina Cherkasenko, Coach and Mentor on 07590 601119

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