Customer Service Specialist Level 3 Apprenticeship

Duration: The apprenticeship will take a minimum of 15 months to complete depending on experience.

Entry Requirements: 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.

Link to professional registration: 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.

Level: Level 3.

Assessment Plan: The Customer Service Specialist

Details of standard

Role / Occupation: Customer Service Specialist

Overview: The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support in 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. You utilise 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.