Role / Occupation: Customer Service Specialist
Overview: 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.
Business Knowledge and Understanding
Customer Journey knowledge
Knowing your customers and their needs/ Customer Insight
Customer service culture and environment awareness
Business focused service delivery
Providing a positive customer experience
- Providing a positive customer experience (cont.)
Working with your customers / customer insights
Customer service performance
Behaviours / Attitude
Duration: The apprenticeship will take a minimum of 15 months to complete depending on experience.
Entry Requirements: Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.
Link to professional registration: Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.
Level: Level 3.
This page contains public sector information licensed under the Open Government Licence v1.0. The information provider is the Institute for Apprenticeships and Technical Education.