Role / Occupation: Customer Service Specialist.
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.
Entry Requirements: Organisations will set their own entry criteria and are more likely to
select individuals with more advanced inter- personal skills, experience of working with
customers in some capacity. You must achieve level 2 English and maths prior to taking the
end point assessment.
Link to professional registration: Completion of this apprenticeship will lead to eligibility
to join the Institute of Customer Service as an Individual member at Professional level.
Should you choose to progress on a customer service career path, you may be eligible for
further professional membership including management.
Review: The apprenticeship should be reviewed after a maximum of 3 years.
Status: Approved for delivery
Date updated: 16/05/2018
Approved for delivery: 10 May 2018
Route: Sales, marketing and procurement
Typical duration: 15 months
Maximum funding: £4000