The primary purpose of a Customer Service Specialist is to be a professional for direct customer support within each sector. 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 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.
During the apprenticeship, you will use organisational and generic IT systems to carry out your role and develop an awareness of other digital technologies. A Customer Service Specialist can operate within many environments, such as contact centres, retail, web-chat, service industry, or any customer service point.
The End Point Assessment (EPA) will only commence once the Employer, Apprentice, and Protocol Consultancy Services are confident that the apprentice has developed all the knowledge, skills, and behaviours defined in the apprenticeship standard. Evidence of this will also be visible throughout the progress review meetings and records. The independent EPA ensures that all apprentices consistently achieve the industry-set professional standard. The EPA can commence at any point once the apprentice is competent and after the twelve-month minimum period of learning and development. However, before the independent EPA can take place, the apprentice must have completed their functional skills components in English and Maths.
This apprenticeship requires the development of the following professional knowledge, skills, and behaviours:
The apprentice must receive off-the-job training for a minimum of 20% of the time that they are paid to work.
With several apprenticeship courses for you to choose from, here are some we think you may be interested in pursuing. Each one has been designed to assist with future success and career progression.