Customer Service Specialist Level 3

Occupational profile

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.

  • Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation
  • Understand the impact your service provision has on the wider organisation and the value it adds
  • Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
  • Understand the principles and benefits of being able to think about the future when taking action or making service related decisions
  • Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience
  • Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention
  • Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
  • Understand commercial factors and authority limits for delivering the required customer experience
  • Know your internal and external customers and how their behaviour may require different approaches from you
  • Understand how to analyse, use and present a range of information to provide customer insight
  • Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
  • Understand different customer types and the role of emotions in bringing about a successful outcome
  • Understand how customer expectations can differ between cultures, ages and social profiles

Entry Requirements

Individual employers will set the selection criteria, but this might include five GCSEs and/or A levels.

English and Maths

Level 2 English and Maths will need to be achieved, if not already, prior to taking the end point assessment.

Duration

The duration of this apprenticeship is typically 15 months.

Level

This is a level 3 Apprenticeship.