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 environments including contact centres, retail, webchat, service industry or any customer service point.
Customer Service Specialist: Apprenticeship details, themes and topics
Apprenticeship Summary
Apprenticeship: Team Leader
IFATE Reference: ST0071
Recommended End Point Assessment Organisation: TQUK
Recommended Program Duration: 13 months
Entry Requirement: employed in a relevant job role
Minimum Weekly Employment Hours: 16
Apprenticeship Levy Tarif: £4000
This apprenticeship is delivered using a blended approach combing the learning and assessment activities described below.
Core Themes and Topics
- business knowledge and understanding
- customer journey knowledge
- customer insight
- customer service culture
- business focussed service delivery
- working with customer insights
- customer service performance
- service improvement techniques
- team working
- presentation skills
- developing self
Functional Skills
We work with all of our apprentices to continually improve their English and maths skills. We use a combination or e-learning, online teaching and 1-2-1 coaching to ensure that all OTMA graduates attain at least a level 2 certification.
For those already at level 2 we provide additional stretch and challenge learning which is integrated into the main apprenticeship programme.
Progression
Individuals that successfully achieve the Customer Service Practitioner apprenticeship standard will be well placed to progress within the industry into leadership or specialist travel roles and onto a higher level of training or apprenticeship in management.
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