A Customer Service Specialist is the go-to professional for direct customer support in various sectors. Acting as an advocate for customer service, you handle complex or technical requests, complaints, and queries. Your expertise makes you a referral and escalation point, especially for intricate issues.

As an expert in your organization's products and services, you share knowledge with your team. You analyse customer data to influence positive changes in service. Proficient in IT systems, you adapt to different environments, from contact centres to retail and webchat, ensuring customer satisfaction and contributing to service improvements.

During their apprenticeship, the individual will gain the skills, knowledge, and behaviours required for their chosen role and industry. Below are examples of the subject areas to aid them in this effort:

• Business Knowledge and Understanding
• Customer Journey knowledge
• Knowing your customers and their needs/ Customer Insight
• Customer service culture and environment awareness
• Business-focused service delivery
• Providing a positive customer experience
• Working with your customers / customer insights
• Customer service performance
• Service improvement

This EPA has 2 assessment methods.

• Assessment Method 1: Practical Observation
• Assessment Method 2: Work-based project supported by an interview
• Assessment Method 3: Professional Discussion

Typical roles that this apprenticeship will support are Customer Relationship Manager, Customer Support Officer, Customer Service Supervisor, Customer Service Co-ordinator, and Customer Service Team Leader.