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. 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
Who is this suitable for?
This course is designed for both new apprentices working within a customer service role or for existing employees to upskill, gain recognition and support a multi-skilled workforce. No prior experience is necessary.
What will apprentices learn?
This programme will cover the following subject areas:
- Business Knowledge and Understanding
- Customer Journey
- Knowing your Customers/Customer Insight
- Customer Service Culture and Environment Awareness
- Business Focused Service Delivery
- Providing a Positive Customer Experience
- Customer Service Performance and Service Improvement
- Team Working
End Point Assessment
- Practical Observation with Q&A
- Work-Based Project supported by an Interview
- Professional Discussion support by the portfolio
- You will be required to have or achieve level 2 English and maths tests prior to completion of your Apprenticeship.
Progression
Completing this qualification will support progression to Level 3/4 qualifications including:
- Level 3 Team Leader/Supervisor Apprenticeship Standard
- Level 4 Sales Executive Apprenticeship Standard
Professional Recognition
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
