A customer service specialist demonstrates professionalism towards customers and supports the organisation. They have a great deal of knowledge about the organisation’s products and /or services, and act as a point of contact to support customers and colleagues with complex requests, complaints and queries. They are also able to analyse customer data, implement changes to improve services and are attentive to various digital technologies.
Students could be working in many types of environment including contact centres, retail,
webchat, service industry or any customer service point, at a customer service specialist/
customer service team leader level.
What will Customer Service Specialist (Level 3 Standard) students study?
Customer Service Specialist (Level 3 Standard) will gain deep insights into dealing with customers from all walks of life, and will be confident in handling disputes professionally; they will also be confident in delivering excellent service to every customer.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Topics include:
- Business focused service delivery
- Providing a positive customer experience
- Customer service culture and environment awareness
Where will Apprenticeship training take place?
This will be a mixture of development in the workplace and knowledge workshops at our
premises in Liverpool & St Helens and via virtual learning platforms.
Progression Opportunities for Customer Service Specialist (Level 3 Standard) students
On completion, students could take their learning further with a team leading or management Apprenticeship qualification.
