Overview
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 an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. They are often an escalation point for complicated or ongoing customer problems. As an expert in the organisation’s products and/or services, they share knowledge with the wider team and colleagues.
This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.
Knowledge, skills and behaviours
On undertaking this course, candidates will gain the following qualities:
Knowledge
- Business knowledge and understanding
- Customer journey knowledge
- Customer Insight
- Customer Service Culture
- Environment Awareness
Skills
- Business focused service delivery
- Providing a positive customer experience
- Customer Insights
- Customer Service Performance
- Service Improvement
Behaviours
- Self-development
- Team Working
- Equality
- Personal Presentation
- Professional Language
- Ownership/responsibility
Course requirements
As well as our standard course requirements needed to complete all our apprenticeships and training programmes (please see our General Course Information), candidates need to complete the following:
Portfolio of Evidence
The following are acceptable forms of portfolio evidence and the most appropriate forms will be selected for each unit:
- Observation
- Products evidence
- Witness testimony
- Reflective accounts
- Professional discussion
- Projects & Assignments
- Case studies
EPA – End Point Assessment
This is the final stage of the apprenticeship.
- Practical observation with Q & A’s
- Work based project supported by an interview
- Interview to support work-based project
- Professional discussion supported by a portfolio of evidence
