Customer Service Specialist, Level 3

Is this course for me?

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 centers, retail, webchat, the service industry, or any customer service point.

Study Overview

This course will improve your knowledge in areas such as:

• Business knowledge and understanding
• Customer journey knowledge
• Knowing your customers and their needs
• Customer service culture and environmental awareness 

Additonally, the course will enhance your skills in areas such as the below:

• Business-focused service delivery
• Providing a positive customer experience 
• Working with your customers/customer insights 
• Customer service performance 
• Service improvement 
• Ownership and responsibility 
• Team working
• Equality 
• Presentation

Progression and Employment Opportunities

Upon successful completion of this apprenticeship, this 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 roles such as management.