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Customer Service Specialist

Professionally handling customer purchases, queries and complaints.

Overview

The customer service specialist was approved for delivery on 10/05/2018. This Advanced apprenticeship standard awards you with a level 3, qualification when completed. The usual duration of this apprenticeship is 15 months, but this does not include the End-Point Assessment Period.

What the course covers

A customer service specialist provides professional customer support within all sectors and types of organisations. As an expert in the products and services provided by your organisation, you will provide specialist knowledge to your wider team and colleagues. You will act as a referral point for dealing with complex or technical customer requests, queries, problems or complaints.

Customer service specialists will acquire knowledge in how to deliver business-focused service, build understanding customer insight and the factors that drive customer loyalty. You will develop skills in teamwork, communication, management and responsibility. It is essential to have a positive attitude, communicate enthusiastically and with empathy when dealing with customers.

Part of the role will involve gathering and analysing customer satisfaction data to influence evidence-based change and improvements to the services your organisation provide. Customer service specialists require strong organisational abilities, as well as competency in IT systems.

Customer service specialists work in a variety of environments, including contact centres, retail stores and the service industries. There are also remote working opportunities, particularly for organisations that provide customer services digitally.

Careers and jobs associated

  • Customer service advisor
  • Customer service administrator
  • Customer service coordinator 

If you would like to find out more about the customer service specialist apprenticeship standard, skills, learnt, assessment methods and duties of the role, visit the Institute for Apprenticeships.

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