Customer Service Specialist
Level: 3 / Duration: 16-18 mths
A Customer Service Specialist will develop a more commercial mindset, understand the needs of the business and think creatively in helping to develop the customer focused area of the business.
They will provide professional and direct customer support within their organisation, easily adapting their skills to provide the same service for any sector and organisation type. The Customer Service Specialist will be able to deal with more complex or technical customer requests including complaints and more advanced queries. They will usually be the point of escalation for more junior staff where the situation is more complicated or ongoing.
Their workplaces might be call centres, shops, online chats, or anywhere required that will help and support the customers of the organisation.
The Customer Service Specialist collects and analyses data to spot trends so they can respond with continuous improvement changes. They will share knowledge with their team and look to continually upskill themselves and others. As part of the role there will be an expected competency with various IT systems with an interest and awareness in technologies that improve the customer experience.
They will provide professional and direct customer support within their organisation, easily adapting their skills to provide the same service for any sector and organisation type. The Customer Service Specialist will be able to deal with more complex or technical customer requests including complaints and more advanced queries. They will usually be the point of escalation for more junior staff where the situation is more complicated or ongoing.
Their workplaces might be call centres, shops, online chats, or anywhere required that will help and support the customers of the organisation.
The Customer Service Specialist collects and analyses data to spot trends so they can respond with continuous improvement changes. They will share knowledge with their team and look to continually upskill themselves and others. As part of the role there will be an expected competency with various IT systems with an interest and awareness in technologies that improve the customer experience.
Assessment
The EPA assessment period must be completed within a maximum of 20 weeks| Submit a portfolio of evidence of their best work |
| Work based project completed within the first 2 months of the EPA period. Presentation of the project followed by a Question & Answer session |
| A Practical Observation |
| Meet with the independent assessor to have a Professional Discussion underpinned by a portfolio of evidence |
OR
complete the form below
Knowledge, Skills and Behaviours
We can provide you with a full list of the Knowledge, Skills and Behaviours which your apprentice will be taught and assessed on but as an overview, your apprentice will learn the following:
-
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
Service Improvement
-
Develop Self
Ownership/Responsibility
Team Working
Equality
Presentation