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, web chat, service industry or any customer service point.
Typical job roles for this standard would be: –
- Customer Relationship Manager
- Customer Service Co-Ordinator
- Customer Support Officer
Delivery of the Training: –
Knowledge-based off the job training will take place once a month along with portfolio building days each month. The Apprentices allocated Training Advisor will issue monthly action plans and complete workplace visits in addition to the off the job training and portfolio building days.
Progress Reviews will take place with the Apprentice, manager and Training Advisor every 12 weeks to monitor progress and ensure the Apprentice is on target to achieve by the planned end date.
Individual employers will set the selection criteria, but this is likely to include five GCSEs, (especially English and Mathematics) relevant qualifications and experience.
The duration of this Apprenticeship is typically 15-18 months
The Apprenticeship includes Fail, Pass and Distinction grades which are awarded at the end point assessment. The final grade is based on the overall performance in the Practical Observation, Work Based Project and Professional Discussion.
For each of the three assessment methods, all pass criteria (100%) must be achieved to progress and complete the apprenticeship programme. For a distinction to be awarded, apprentices must also achieve a distinction in each assessment method.
- Practical observation with Q&As
- Work based project, supported by an interview
- Professional discussion supported by portfolio evidence
20% off the job training is a mandatory requirement when completing any Apprenticeship Standard.
A timetable of sessions is available by contacting our Recruitment Team on 0115 9835823 or Info@Prostartuk.co.uk
Interested in applying?
Want to find out more?
Book onto one of our information sessions with a member of the recruitment team and start your bespoke course today