CUSTOMER SERVICE SPECIALIST
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.
Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.
Business Knowledge and Understanding
Customer Journey knowledge
Knowing your customers and their needs/ Customer Insight
Customer service culture and environment awareness
Business-focused service delivery
Providing a positive customer experience
Working with your customers / customer insights
Customer service performance
Ownership / Responsibility
Equality – treating all customers as individuals
Presentation – dress code, professional language.
As part of your qualification, you will complete an End-Point Assessment (EPA). In short, this assessment will help you to showcase the skills, knowledge and behaviours you have developed through the programme. For the final grade, you can achieve either a Pass or Distinction.
This apprenticeship qualification suits job roles such as Call Centre Manager, Customer Service Team Manager and Customer Service Specialist.