Designed to provide an end to end customer service development programme for more senior and specialist roles, developing the skills to effectively manage the customer service experience across complex cases.
We’re listed on the register of apprenticeship training providers (RoATP), which means we know a thing or two about helping you get the most out of an apprenticeship. We’ll work closely with you to identify the necessary skills development, as well as refine the content to meet the needs of your business. With our blended programmes facilitated by specialist coaches, trainers and tutors, learners can sharpen their performance and accelerate their careers.
Our programmes use a blended learning model that’s powered by our apprenticeship delivery platform, Aptem. You can expect:
Interactive workshops that are held both face-to-face and virtually.
Online coaching sessions that provide support on an individual level.
Enhanced eLearning content via engaging modules and skills development activities.
Our learning is tailored to the needs of your business, your people, and their locations. That’s why we offer it virtually, in person, or as a mixture of the two – whatever suits you. In terms of online education, our ePortfolio system (Aptem) provides every learner with a comprehensive programme where they can develop their knowledge, capabilities and behaviours. This will help them to become a confident senior manager, and thrive in their end-point assessment.
A Development Coach
To help achieve the best possible result, whilst ensuring a personalised journey.
A Line Manager
To provide support, opportunities and on-the-job training throughout the programme.
A BMS Progress Facilitator
To deliver the workshop elements and give apprentices the opportunity to learn from their expertise.
An Internal Quality Assurer
To ensure the experience meets our high expectations.
A Designated Safeguarding Lead
To act on any potential safeguarding and wellbeing concerns.
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems.
As an expert in your organisation’s products and/ or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment, including contact centres, retail, webchat, service industry or any customer service point.
David Bill – Managing Director, BMS Progress
The Customer Service Specialist Apprenticeship is designed to provide an end to end customer service development programme for more senior and specialist roles, developing the skills to effectively manage the customer service experience across complex cases.
As a progression from the Level 2 standard, the Customer Service Specialist programme elevates the individuals knowledge and approach. It incorporates skills such as conflict resolution, data analysis and delegation skills.
We’ll work with you to create a unique programme. This can include your own training content, vision and values, language, and terminology.
Our solutions are flexible and focused on results. What’s right for one client may not be the best approach for your people, so we’ll work together to determine the best design of your programme to maximise the results.
The structure of the programme has been designed to support the transfer of learning back into the workplace, giving learners ample opportunity to develop and practice their management and leadership skills, whilst supported by a professional trainer and dedicated development coach, culminating in an Ofqual-accredited qualification.
The duration of this apprenticeship is 17 months: 13 months of practical training followed by 4 months for end-point assessment.
A minimum average of six hours per week is required to obtain new know-how, skills and behaviours relating to the standard, as well as what’s applicable to their role.
The programme involves individualised coaching and development session, eLearning, and requires the completion of a portfolio of evidence.
Apprentices will be required to have or achieve level 2 English and Maths prior to gateway. End Point Assessment (EPA)
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
This includes a practical observation with Q&A, work-based Project supported by an interview and professional discussion supported by a portfolio of evidence.
Conducted by an independent body selected by the employer, the end point assessment (EPA) is the culmination of the 13-month training period.
The EPA is an opportunity for the learner to demonstrate the knowledge, skills and behaviours they have acquired throughout the programme through a series of assessed activities. These include a practical observation with Q&A, work-based Project supported by an interview and professional discussion supported by a portfolio of evidence.
The outcome is either a pass or distinction.
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In our new blog series, The Value of Apprenticeships, our Account Manager, Tiegan Carani, connects with business leaders to explore the tangible impact of apprenticeship programmes within their organisations. To kick off the series, Tiegan spoke with Sandie Jackson, Early Careers Manager at TD SYNNEX, about how apprenticeships play a vital role in their development strategy.
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