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.
• 15 months practical training period, plus 3 months for End Point Assessment
• Work-based training with your employer
• 10 days college attendance to complete Business Professionals course
• Approximately 12 on-site assessment visits per year
• Level 2 Functional Skills in Maths and English (7 days at college for each, if required)
• Off the job training will count for at least 20% of an apprentice’s time at work
• Level 2 Functional Skills in English and Maths
End Point Assessment:
• Practical observation
• Work based project, supported by interview
• Professional discussion, supported by portfolio evidence