Customer Service Specialist

Level 3 Apprenticeship Standard

CUSTOMER SERVICE SPECIALIST: THE ROLE

This apprenticeship has been designed for individuals who are advocates of excellent customer service and who act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. This can be in a variety of environments, including contact centres, retail, service industries or any customer service point.



The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. They are often an escalation point for complicated or ongoing customer problems. Customer Service Specialist's are experts in their organisation’s products and/or services, and share knowledge with their wider team and colleagues. They will also gather and analyse data and customer information that influences change and improvements in service. Additionally, the apprentice will utilise both organisational and generic IT systems to carry out their role with an awareness of other digital technologies.

ABOUT THIS APPRENTICESHIP

  • Qualification Topics
    • Business focused service delivery including continuous improvement and future focussed approach, decision making, recommendations and advice
    • Leadership styles and application in a customer service environment
    • Positive customer experience, managing challenging situations, providing options and solutions to influence and help customers
    • Commercial factors and authority limits for delivering the required customer experience
    • Analysing, using and presenting a range of information to provide customer insight
    • Different customers types and the role of emotions, cost conscious mind set when meeting customer and the business needs
    • Feedback principles and the impact on business
    • Recommendations and implementation principles in line with relevant legislation, regulations and industry best practice
    • Personal development and ownership for actions to resolve customer issues to the satisfaction of the customer and the business
    • Business strategy in relation to customers
    • Team work and collaboration with internal and external customers
    • Equality and diversity
    • Brand advocacy, values, beliefs and personal presentation
  • What's Involved
    • On and off the job skills training
    • Level 2 Functional Skills in English & Maths
    • Work based project support and preparation
    • Portfolio evidence support
    • Planning, Target Setting and Feedback
    • Mock End Point Assessments

    End Point Assessment (after at least 12 months and successful completion of the above)

    • Work based project supported by a 60 min interview
    • Minimum of 60 min Practical Observation with Q & A
    • 60 min Professional discussion supported by portfolio evidence
    • The overall grade is based on the combination of performance in all assessment activities

Duration

This Apprenticeship is typically completed in 15 months.

Delivery

Delivered online with remote support from Rewards Training throughout the apprenticeship.

Progression

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at a professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership, including management.