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. 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.

Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. If you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Course Duration

15 Months

Entry Requirements

You will have to take a Skills Scan to ensure your current level of maths and English is at the required level.

Assessment

• Practical observation
• Work based project and interview
• Professional discussion supported by portfolio of evidence

Progression

This role may be a gateway to further career opportunities in this sector, such as management or senior support roles, or to further study.

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