Customer Service Advanced

CUSTOMER SERVICE ADVANCED APPRENTICESHIP

To complete this apprenticeship 55 credits are required consisting of the following:

  1. 31 credits from Mandatory Units
  2. Minimum of 15 credits from Group B optional units
  3. Maximum of 9 credits from Group C optional units

A minimum of 40 credits must be achieved through completion of units at level 3 or above.

Designed for learners to:

  • Demonstrate a practiced set of skills when carrying out customer service operations including managing performance improvements in service delivery, customer satisfaction, loyalty and reliability
  • Develop understanding of the principles that underpin working in a customer service environment including understanding customer retention and the principles of business
  • Demonstrate occupational competence in a range of customer service roles, such as:
  • Customer Service Supervisor Team Leader Events Coordinator
  • Customer Service Coordinator Customer Service Relationship Manager
  • Clients Service Officer

**Group A: Mandatory Units (31 credits) **

Unit Code Unit Title Level Credits
CS 25 Organise and deliver customer service 3 5
CS 26 Understand the customers service environment 3 5
CS 30 Resolve customers’ problems 3 4
B&A59 Principles of business 3 10
CS 27 Understand customers and customer retention 3 4
M&L 9 Manage personal and professional development 3 3

Group B: Optional Units (minimum 15 credits)

Unit Code Unit Title Level Credits
CS 28 Develop resources to support consistency of customer service delivery 3 5
CS 29 Use service partnerships to deliver customer service 3 3
CS 31 Resolve customers’ complaints 3 4
CS 32 Gather, analyse and interpret customer feedback 3 5
CS 33 Monitor the quality of customer service interactions 3 5
CS 5 Communicate verbally with customers 2 3
CS 6 Communicate with customers in writing 2 3
CS 12 Promote additional products and/or services to customers 2 2
CS 14 Exceed customer expectations 2 3
CS 15 Deliver customer service whilst working on customer’s premises 2 4
CS 18 Deliver customer service to challenging customers 2 3
CS 19 Develop customer relationships 2 3
CS 20 Support customer service improvements 2 3
CS 21 Support customers through real-time online customer service 2 3
CS 23 Use social media to deliver customer service 2 3
CS 35 Champion customer service 4 4
CS 38 Build and maintain effective customer relations 4 6
CS 40 Manage a customer service award programme 4 4
CS 41 Manage the use of technology to improve customer service 4 4
CS 22 Support customers using self-service equipment 2 3
CS 24 Provide post transaction customer service 4 4
CS 42 Develop a social media strategy for customer service 4 5

**Group B: Optional Units (minimum 15 credits) **

Unit Code Unit Title Level Credits
CS 28 Develop resources to support consistency of customer service delivery 3 5
CS 29 Use service partnerships to deliver customer service 3 3
CS 31 Resolve customers’ complaints 3 4
CS 32 Gather, analyse and interpret customer feedback 3 5
CS 33 Monitor the quality of customer service interactions 3 5
CS 5 Communicate verbally with customers 2 3
CS 6 Communicate with customers in writing 2 3
CS 12 Promote additional products and/or services to customers 2 2
CS 14 Exceed customer expectations 2 3
CS 15 Deliver customer service whilst working on customer’s premises 2 4
CS 18 Deliver customer service to challenging customers 2 3
CS 19 Develop customer relationships 2 3
CS 20 Support customer service improvements 2 3
CS 21 Support customers through real-time online customer service 2 3
CS 23 Use social media to deliver customer service 2 3
CS 35 Champion customer service 4 4
CS 38 Build and maintain effective customer relations 4 6
CS 40 Manage a customer service award programme 4 4
CS 41 Manage the use of technology to improve customer service 4 4
CS 22 Support customers using self-service equipment 2 3
CS 24 Provide post transaction customer service 4 4
CS 42 Develop a social media strategy for customer service 4 5

Functional Skills to the following levels

Functional Skills Title Level
Maths 2
English 2

Additional Requirements:

  • ERR Workbook
  • PLTS (included within Mandatory units of Competence certificate)

Employee Rights and Responsibilities:

The Employee Rights and Responsibilities component of the apprenticeship can be achieved through either achieving unit Employee rights and responsibilities (QCF) - this is an optional unit included within the combined qualification, or the Skills CFA ERR Workbook

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