Customer Service Specialist

The main purpose of a customer service specialist apprentice 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.

Illustration of a person with short blonde hair and black glasses who is wearing a pink shirt and juggling administrative tasks

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.

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.

Duration: Minimum of 18 months

Level: Level 3

Qualifications: Where the Customer Service Specialist apprentice has not already achieved Level 2 English and Maths, they must do so before taking the end-point assessment.

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.

USEFUL LINKS

Download the Level 3 Customer Service Specialist Handbook
View on the Institute for Apprenticeships and Technical Education website

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