Customer Service Specialist Advanced Apprenticeship Standard

The topics you will cover whilst training include:

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.

Topics Include:

• 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
• Service improvement

Customer Service Apprentices may be the first point of contact and will work in a range of roles including Customer Service Assistants and Representatives/Agents.

The End Point Assessment includes:

1. Practical observation
2. Apprentice showcase
3. Professional discussion

To start the End Point Assessment, Apprentices must hold a Level 2 English and maths qualification.

T: 01782 254287 (Newcastle office) / T: 01785 275660 (Stafford office)

E: apprenticeships@nscg.ac.uk