A professional for direct customer support within all sectors and organisation types 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.
The knowledge, skills and behaviours for this role will be developed over the duration of the apprenticeship.
Maths and English will be embedded within the apprenticeship.
This apprenticeship has a typical duration of 15-18 months.
Learners will attend either Doncaster or North Lindsey college on a day release basis. A minimum of 6 hours per week will be spent on working towards the apprenticeship standard. Apprentices will be supported by 1:1 meetings in the workplace by their dedicated Programme Tutor. Additional learning resources and information will be made available online to ensure a fully blended learning experience.
All apprentices must undertake an independent end-point assessment which is an assessment of the knowledge, skills and behaviours that have been learnt throughout the apprenticeship. The purpose of the assessment is to make sure the apprentice meets the standard set by employers and are fully competent in the occupation.
Individual employers will set the selection criteria for their apprentices. Most candidates will have achieved grade C or above in English and Maths at Level 2 prior to commencement of apprenticeship.