Providing effective customer service is a pre-requisite across all roles within private and public sector organisations. The purpose of being a customer service specialist is to be professional with all internal and external stakeholders.
Being an advocate of customer service requires skills to allow you to deal with complex requests, technical requests, complaints, and day-to-day queries and organisational enquiries. This is the point where you become the key contact for those externally, establishing the links with the right work colleagues to provide the service or goods expected, whilst managing the level of expectation. Sometimes this role requires you to escalate the query to resolve complex customer issues or complaints, professionally and expertly, with your wider team.
As an expert in your organisation’s products and or services, you share knowledge and feedback with your team and colleagues, gather and analyse data and customer trends and information, which influences innovation, change, and improvements. Utilising a range of organisational management information systems and IT services, you carry out your role with awareness of technology within your environment, from front desk, retail, and webchat, to laboratory services and business support. This programme is designed to develop the knowledge, skills, and behaviours required to develop expertise in this field of work.
The programme will explore:
The method of assessment is through a combination of scenario-based assessment including, assignments, presentations, and portfolio evidence, with professional discussion.
Individuals who want to achieve professionally recognised qualifications, can also access additional study outside of their apprenticeship, through off the job learning to completing NCFM’s professional short courses.
For more information about the Level 3 Customer Service Specialist standard, visit: Customer Service Specialist/Institute for Apprenticeships and Technical Education.
Apprenticeship End Point Assessment
For more information about the End Point Assessment Process, visit: