Customer Service Specialist

Overview of the role

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 environments including contact centres, retail, webchat, service industry or any customer service point.

Details of the Standard

The apprenticeship is broken up into distinct phases:

• The sign-up, which includes an assessment of maths and English, and an agreement between us, the apprentice and the employer, regarding the training plan.
• The practical period, which is the bulk of the apprenticeship. This is where the apprentice completes their required off-job-training according to the agreed training plan.
• The gateway. At the end of the practical period, the employer, training provider and apprentice meet to discuss the next, and final stage, the End Point Assessment (EPA). At the Gateway meeting, we ensure that the apprentice is ready to undertake the EPA.
• The End Point Assessment (EPA) is the last stage of the apprenticeship. The apprentice will undertake a series of independent assessments, which may include multiple choice questions, a professional discussion and/or a practical test. Successfully completing this step results in achieving the apprenticeship!

Duration

This apprenticeship is based on a 15-month practical period, although this may be amended based on prior experience and recognised qualifications. The minimum duration is 12-months.

Entry Requirements

Organisations will set their own entry criteria for these roles. They are more likely to select individuals with more advanced inter-personal skills, experience of working with customers in some capacity.

English and maths

You must achieve level 2 English and maths prior to taking the end point assessment.

Curriculum, delivery and readiness for End-Point-Assessment

The content delivery will be agreed between the apprentice, employer and training provider and is based upon prior knowledge and qualifications. This agreement forms the individualised Training Plan, detailing how the knowledge, skills and behaviours in the apprenticeship Standard will be met.

Summary End-Point-Assessment

The End Point Assessment consists of three separate elements, all of which be successfully completed to achieve the apprenticeship. These are:

• Practical observation with Q&A.
• Work-based project, with an interview.
• Professional discussion based on the portfolio evidence presented.

Progression

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.