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.
You can start this Apprenticeship at any time of the year.
Customer Service Specialist - Level 3
15 - 18 months depending on experience
You will need to be employed for a minimum of 30 hours per week in a relevant job but we can assist you in finding a placement.
You will also need GCSEs at grades 9–3 (A*–D), including English Language and Maths – one of English Language or Maths must be grade 9–4 (A*–C). Functional Skills Level 1 can be used as equivalent to GCSE grade 3 (D) and Functional Skills Level 2 can be used as equivalent to GCSE grade 4 (C) or above. Apprentices without Level 1 English and maths will need to achieve this level prior to taking the end-point assessment.
All applicants will be required to undertake an assessment in English and maths prior to enrolling.
You will develop an electronic portfolio of evidence against the requirements of the qualification. Evidence can be generated by observation of your workplace, witness testimonies, case studies or personal accounts of events. Online tests will be used to confirm your knowledge and understanding as well as an End Point Assessment.
You could progress in to the following roles:
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.