Customer Service Specialists provide direct customer support across a wide range of organisations. Customer service advocates act with high levels of professionalism and integrity. Customer service specialists are often a referral or escalation point for more complex or technical customer requests, queries, and complaints. Customer Service Specialists are experts on their organisation’s products and services, sharing their knowledge and experience with the broader team. They gather and analyse data such as customer information to help influence necessary changes and improvements to service. Whether face-to-face, such as in a retail or service industry environment or via a contact centre, Customer Service Specialists use their understanding of organisational and general IT systems/digital technologies to provide a responsive and comprehensive point of customer service.

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Student working on computer
  • What you will study

    Knowledge -Business strategy/processes in relation to your customers and your organisation -Continuous improvement -Leadership styles -Customer experience and challenges to its success -Understanding internal and external customer behaviour -Understand what drives loyalty, retention and satisfaction

    Skills -Analysing information to provide customer insight -Legislation, regulations and industry best practice -Approaches to negotiating and resolving complex problems -Gathering customer feedback -Finding solutions that work for the customer and company

    Behaviours -Developing self -Ownership and responsibility -Working in a team -Equality – treating customers as individuals -Demonstrating brand advocacy, values and belief -Proactive and flexible towards needs of the customer

    Qualification

    • Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member
  • Entry Requirements

    Maths and English GCSE Grades 9 - 2; A* - E; Functional Skills Level 2 or initial assessment results at Level 1. Individuals requiring additional support are required to participate in an intensive week programme; otherwise, are mandated to attend weekly sessions.

  • Assessment

    To complete the apprenticeship, apprentices will be expected to complete:

    • Work-based Project (written report) supported by an interview
    • Practical Observation with Q and As
    • Professional Discussion (supported by a portfolio of evidence)
  • Moving Forward

    Level 3 Team Leader, Level 5 Management

  • Duration

    18 Months

  • Delivery

    Induction One day induction to Apprenticeship programme, meeting with a Skills Coach and Delivery Plan agreed.

    In College One classroom session a week for the duration of Programme.

    Assessment On programme assessments every 6-8 weeks, including progress reviews every 8-10 weeks.

  • Benefits

    Access learning materials 24/7 via Smart Assessor – your online learning environment

Events

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Student Support

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Financial Support

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Term Dates

Key term dates and opening times