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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.
You will need English and maths at GCSE Grade D/3 or above, or equivalent qualifications (eg Functional Skills at Level 1). If you do not have English or maths at this level, we will invite you to take a Skills Scan to check your current level of skill.
• Practical observation
• Work based project and interview
• Professional discussion supported by portfolio of evidence
After completing the Level 3 Apprenticeship, you can progress onto further study in the Customer Service sector or even a qualification in management.
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