Course Details

Course Duration: 15 months (not including EPA period)

Delivery method: Regular workplace visits from our assessors. Access to an online portfolio.

Assessment methods: A combination of observations, assessments, professional discussions, written and oral questioning, online and paper-based tests and portfolio evidence gathering. A final End Point Assessment.

Entry requirements: No prior experience is required; however, learners must be working in a customer service role. Entry will be based on initial assessments and an interview.

Apprentices without level 2 English and maths (or equivalent) will need to achieve this level prior to taking the End-Point Assessment. This will be incorporated into your Apprenticeship.

Apprenticeship Profile

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.

Topics Covered

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

Skills Developed

• Business-focused service delivery
• Providing a positive customer experience
• Working with your customers
• Customer service performance
• Service improvement
• Ownership/responsibility
• Team working