Customer Service Specialist Level 3

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Overview of Role

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.

For more information on the skills, knowledge and behaviours required to fulfil this role, please visit https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist/.

Entry Requirements

There are no formal entry requirements but each employer will likely state their own requirements including more advanced interpersonal skills and some customer service experience.

Duration

The apprenticeship will take a minimum of 15 months to complete depending on experience.

Delivery

Apprentices will complete work-based learning and will be paid a wage, gaining valuable knowledge and experience. In-house training will be provided by the employer with an Assessor visiting and supporting in the work place. Further training will be provided at the Isle of Wight College, depending on the needs of the learner and the employer. This method of delivery allows for a flexible approach which is tailored to each apprenticeship.

Qualification

You must achieve level 2 English and maths prior to taking the end point assessment.

Assessment

The apprenticeship will end with an End Point Assessment (EPA). This measures the skills, knowledge and behaviours each apprentice has developed. Employers will decide when the apprentice is ready to be assessed.

The End Point Assessment consists of:

  • Practical observation with Q&As (to be completed within 3 months from the start of the EPA period)
  • Work based project, supported by an interview (project to be completed within 2 months from the start of the EPA period and the interview within 3 months)
  • Professional discussion supported by portfolio evidence (to be completed within 3 months from the start of the EPA period)

Career Progression

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Possible career roles at this level may include Customer Relationship Manager, Customer Support Officer, Customer Service Team Leader, Customer Service Supervisor and Customer Service Co-ordinator.

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The Isle of Wight College
Medina Way
Newport
Isle of Wight
PO30 5TA
United Kingdom
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