Customer Service Specialist
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.
Duration: 15 months
Location: Southwest
ApprenticeshipLevel: Level 33
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Overview of the Role
Dealing with customer queries, purchases and complaints.
Details of the Standard
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.
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.
English and Maths
You must achieve level 2 English and maths prior to taking the end point assessment.
Curriculum Overview
Business knowledge & understanding - Customer Journey knowledge - Knowing your customers/Customer insight - Customer service culture and environmental awareness - Business focused service delivery - Service improvement.
Delivery & Readiness
Onboarding includes initial and detailed assessment with sector specialist. Regular meetings are flexible and delivered through blended learning approaches, via a mix of face to face and remote delivery. With tri party progress reviews (learner, employer & tutor) and Tri party gateway review prior to end assessment.
Summary of End-Point-Assessment
Practical Observation with Q&A, Work based project, professional discussion supported by portfolio of evidence.
Epa Window: 3 months
Grades Available: Fail, Pass, Distinction
Progression
LV3 Team leader, LV3 Business admin