Customer Service Specialist Apprenticeship

A Customer Service Specialist apprenticeship will develop a more commercial mindset, understand the needs of the business and think creatively in helping to develop the customer focused area of the business.

They will provide professional and direct customer support within their organisation, easily adapting their skills to provide the same service for any sector and organisation type. The Customer Service Specialist apprenticeship provides apprentices with the knowledge and skills to deal with more complex or technical customer requests, including complaints and more advanced queries. They will usually be the point of escalation for more junior staff where the situation is more complicated or ongoing.

Their workplaces might be call centres, shops, online chats, or anywhere required that will help and support the customers of the organisation.

The Customer Service Specialist apprenticeship candidate collects and analyses data to spot trends so they can respond with continuous improvement changes. They will share knowledge with their team and look to continually upskill themselves and others. As part of the role, there will be an expected competency with various IT systems, with an interest and awareness in technologies that improve the customer experience.

Assessment

The EPA assessment period must be completed within a maximum of 20 weeks

Submit a portfolio of evidence of their best work

Work based project completed within the first 2 months of the EPA period. Presentation of the project followed by a Question & Answer session

A Practical Observation

Meet with the independent assessor to have a Professional Discussion underpinned by a portfolio of evidence