CUSTOMER SERVICE SPECIALIST

COURSE OVERVIEW

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.

COURSE OVERVIEW

15 MONTHS

FUNDING

£4,000

ENTRY REQUIREMENTS

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.

KNOWLEDGE:

Business Knowledge and Understanding

Customer Journey knowledge

Knowing your customers and their needs/ Customer Insight

Customer service culture and environment awareness

COURSE OUTCOMES

SKILLS:

Business-focused service delivery

Providing a positive customer experience

Working with your customers / customer insights

Customer service performance

Service improvement

BEHAVIOURS:

Developing self

Ownership / Responsibility

Team working

Equality – treating all customers as individuals

Presentation – dress code, professional language.

ASSESSMENT

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.

PROGRESSION

This apprenticeship qualification suits job roles such as Call Centre Manager, Customer Service Team Manager and Customer Service Specialist.