Summary
Attending college training days, as required, you’ll have excellent interpersonal skills when dealing with colleagues, customers and clients, along with an understanding of internal processes, and apply them. You’ll be trained to deliver a high-quality service, working efficiently and safely, whilst achieving excellent customer experience results.
Wage
£20,800 a year
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 08:00 - 17:00 with one hour for meal break (unpaid). All working hours will be completed in the office.
40 hours a week
Start date
Monday 1 September 2025
Duration
1 year 6 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* Attend all required college training days as the apprenticeship requires
* Demonstrating good interpersonal skills and cultural awareness when dealing with colleagues, customers and clients during tasks
* Understand internal processes and apply them in working practices
* Observe and shadow in order to learn tasks, developing the ability to work independently and to take responsibility
* Demonstrate a willingness to follow instructions and learn new tasks, taking personal responsibility for your own development
* Be compliant with uniform, dress code or PPE requirements for your role
* Assist with diligent problem-solving to achieve excellent customer experience results
* Work in conjunction with the team to deliver a reliable service
Where you’ll work
The Campus
Welwyn Garden City
AL8 6AE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
THELIGHTBULB LTD
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
* Customer Service Specialist Level 3 Apprenticeship Standard
* Your apprenticeship will be completed in house, with the majority of communication with the training provider being via teams
Requirements
Essential qualifications
GCSE in:
* Maths & English (grade 4-9)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills