Customer Service Specialist Apprenticeship L3

Customer Service Specialist Apprenticeship L3

Customer Service Specialist Apprenticeship L3

EXPAND YOUR HORIZON - COMBINE SKILLS & KNOWLEDGE with REAL-WORK ENVIRONMENTS

Dealing with customer queries, purchases and complaints.

Details of standard

Overview: 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.

Skills

Business-focused service delivery
  • Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience
  • Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience (cont.)
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Demonstrate a cost conscious mind-set when meeting customer and the business needs
  • Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with your customers / customer insights
  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer service performance
  • Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service improvement
  • Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
  • Make recommendations based on your findings to enable improvement
  • Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Duration

Minimum of 1 year, up to 15 months before End Point Assessment

Maths / English

Apprentices without appropriate English and Maths must achieve these before taking the end-point assessment

End Point Assessment

EPA is the final assessment for an apprentice to ensure that they can do the job they have been training for. EPA is separate to any qualifications or other assessment that the apprentice may undertake during the on‑programme stage of the apprenticeship.  These can include observation, test, portfolio review, professional discussion.  EPA is carried out by an independent organization from Didac

Delivery Location

National Delivery within the workplace

Downloads

Course Reviews


Contact Us

Didac Limited,
Woodwise Academy,
Riverside,
Crews Hole Road,
Bristol,
BS5 8BB

Tel: 0800 773 4230
Fax: 0117 915 0009
Email: [email protected]