Skill Details

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Skill Details

Skill Name

Skill Category

Is Accredited

NoYes

Is Apprenticeship

NoYes

Skill 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, and you are often an escalation point for complicated or ongoing customer problems.

This apprenticeship will cover the skills, knowledge, and behaviours needed to specialise in customer service.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at a professional level.

Learning Objectives

Topics and units will include:
• Business knowledge and understanding
• Customer journey knowledge
• Knowing your customers their needs/customer insight
• Customer service culture and environment awareness
• Business focussed service delivery
• Providing a positive customer service experience
• Working with your customers/customer insights
• Customer service performance
• Service improvement
• Develop self
• Ownership/responsibility
• Team working
• Equality
• Presentation.

Funding Option

Funding Eligibility

For apprentices aged 16-21 the training costs are fully funded by the government. For apprentices aged over 21, there is a 5% co-investment which would be paid by the employer. Alternatively, the training costs can be covered by utilising the Apprenticeship Levy Fund.

Skill Price ex VAT (£)

Skill Length

Skill Level

Skill Timings

Delivery Method

Skill Eligibility (Prerequisites for skill/software requirements)

This apprenticeship is ideal for those who are experts in their organisation’s products and/or services, with advanced inter-personal skills and experience of working with customers in some capacity.

You’ll excel if you’re able to gather and analyse data and customer
information that influences change and improvements in service, and utilise both organisational and generic IT systems to carry out your role with an awareness of other digital technologies.

Last Application Date

Skill Enrolment

Skill Status

Skill Enquiry Details

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Last Name

Telephone

Postcode

Are you a company owner or senior decision maker?

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Would you like to explore skills support for your organisation through GM Business Growth Hub?

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