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Customer Service Specialist

This course aims to develop learners knowledge, understanding and skills to become an advocate of customer service. On completion of this standard, apprentices will demonstrate a range of excellent customer service skills and behaviours which will enable them to recommend and implement improvements to service.

Progression:

After successfully completing a Customer Service Specialist apprenticeship, there are various pathways you may consider taking.

  • Business Support (Level 3): If you’re interested in administrative roles, this pathway provides valuable skills.
  • Team Leader/Supervisor (Level 3): Aspiring leaders can step into supervisory positions.
  • Digital Marketer (Level 3): For those interested in marketing, this pathway focuses on digital strategies
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Level 3 in Customer Services and opportunity to become an individual member of the Institute of Customer Service (Professional level)
13 months (plus 3 month for EPA)
Assessed virtually

The customer service specialist is a ‘professional’ for direct customer support within all sectors and organisation types. As an advocate of customer service, you will act as a referral point for dealing with more complex or technical customer requests, complaints and queries.

You will often be 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 and 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.

The apprenticeship programme includes the following modules:
  • Business Knowledge and Understanding
  • Customer Service Journey Knowledge
  • Knowing your Customers and Their Needs and Customer Insight
  • Customer Service Culture and Environment Awareness
  • Business Focused Customer Service Delivery
  • Provide a Positive Customer Experience
  • Working with Customers and Customer Insight
  • Customer Service Performance
  • Service Improvement
  • Self Development
  • Ownership and Responsibility
  • Team Working
  • Equality
  • Presentation

The role of a customer service specialist is to deliver high quality products and services to the customers of their organisation. The roles where this qualification could be useful include customer service manager, customer service executive, customer service team leader.

Level 3 Customer Service Specialist. Individual member of the Institute of Customer Service (Professional level).

As well as on programme assessments there will be an end-point assessment (EPA) which will be carried out by an external independent assessor. This will include a series of assessment elements completed by the apprentice. For an up-to-date assessment plan please visit the Skills England standards page. Each component of end-point assessment is graded with an overall grade and given a fail, pass or distinction.

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