The customer service specialist serves as a dedicated professional providing direct support to customers across all sectors and organisation types.
They act as advocates for customer service, handling complex or technical inquiries, complaints, and requests.
Often, they are the escalation point for challenging or ongoing customer issues. As experts in their organisation’s products and services, they share knowledge with colleagues and the wider team.
They gather and analyse customer data to drive service improvements. Utilising organisational and generic IT systems, they work with an awareness of other digital technologies.
This role is applicable in various environments, including contact centres, retail, webchat, service industry, or any customer service point.
Earn a wage, whilst studying a fantastic course
Gaining experience in a fast-paced & competitive industry
No learning costs for the Apprentice
Potential career paths of Customer Service Apprentices…
The apprenticeship will take typically 15 months to complete depending on experience.
Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter-personal skills, and experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end-point assessment.
The EPA consists of three elements, all of which may be completed online. All assessment methods need to be passed. Each assessment method should directly assess the knowledge, skills and behaviours of the Standard.
You will undertake a multi-choice test to last a maximum of 60 minutes and
include 50 equally weighted multi-choice questions with four possible answers each.
Project / Improvement Presentation
The apprentice delivers a presentation to the EPAO on a project they have completed or a process they have improved. The presentation lasts 10-15 minutes, with a further 10-15 minutes for a Q&A session.
The interview is for 30-45 minutes and is graded by the Independent End-point Assessment Organisation (EPAO). The Portfolio of Learning provides a structure for this conversation.
Each of the above assessments will gain you a grade Fail, Pass or Distinction.
Business Knowledge and Understanding
Customer Journey knowledge
Knowing your customers and their needs/ Customer Insight
Customer service culture and environment awareness
Business-focused service delivery
Providing a positive customer experience
- Providing a positive customer experience (cont.)
Working with your customers / customer insights
Customer service performance
Behaviours / Attitude
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