Course Code: TN00031 Customer Service Specialist - Advanced Apprenticeship Next course dates Start dateLocationDuration Anytime Employer's Premises Enquire now Overview Is this course for me? What will I learn? How will I be assessed? Where could this course take me? Course SummaryThe 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. Entry RequirementsAll apprenticeships require an initial assessment, interview and employment in the industry. Level 3 applicants are required to hold a GCSE Grade 4 (formerly grade C) or above in Maths and English or be prepared to work towards Maths and English Level 2 Functional Skills. Qualification ObtainedCertificate in Skills for Further Education and Employment Learning and Teaching MethodsThe skills and behaviours will be assessed through a portfolio of work based evidence, portfolio building and professional discussions. Apprenticeship standards require apprentices to complete an end-point assessment. For this apprenticeship standard the end point assessment is: Practical observation with Q&As Work based project supported by an interview Professional discussion supported by portfolio evidence Expert Tutors All staff involved in the delivery of adult education courses within the College are approved to teach the subjects and modules they deliver. The approval process ensures that staff delivering a given programme are appropriately qualified and, where appropriate, possess relevant technical and industrial experience and professional practice. Assessment Methods 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 Develop self Ownership/ Responsibility Team working Equality Presentation Career Options and ProgressionProgression opportunities include: A clearly defined and progressive career path Professional accreditation Advancement to business specialisms Further apprenticeship study