Course Overview

A Customer Service Specialist is a ‘professional’ who provides direct customer support within all sectors and types of organisation; for example in contact centres, retail, webchat, service industries or any other customer service point.

They are an advocate of Customer Service and act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. Often an escalation point for complicated or ongoing customer problems, they are an expert in their organisation’s products and/or services, and share knowledge with their wider team and colleagues.

Customer Service Specialists gather and analyse data and customer information that influences change and improvements in service. They utilise both organisational and generic IT systems to carry out their role and have an awareness of other digital technologies.

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

The Content

This programme will develop the following knowledge, skills and behaviours/attitudes:

• Business knowledge and understanding
• Customer journey knowledge
• Knowing customers and their needs/customer insight
• Customer service culture and environment awareness

• Business focused service delivery
• Providing a positive customer experience
• Working with customers/customer insight
• Customer service performance
• Service improvement

• Develop self
• Ownership/responsibility
• Team working
• Equality
• Presentation

Functional Skills in English and Maths
Learners who have not already achieved Level 2 English and Maths must do so as part of the programme.

The Assessment

Learners will need to undertake an End Point Assessment which comprises 3 elements.
• Practical observation
• Work based project and interview
• Professional discussion

Course Duration

15 Months


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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