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Skill Details

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Is Apprenticeship

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Skill Overview

The main purpose of a Customer Service Specialist Apprentice is to be a professional for direct customer support within all sectors and organisation types. They are an advocate of Customer Service, acting as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
This apprenticeship develops the skills, knowledge and behaviour for the learner to act as an escalation point for complicated or ongoing customer problems, and as an expert in their organisation’s products and/or services. They will be supporting a broad range of activities within a busy sales environment, alongside assisting with telephone support, replying to customer emails and much more.
They will share knowledge with their wider team and colleagues. They gather and analyse data and customer information that influences change and improvements in service. It will be important to utilise both organisational and generic IT systems to carry out the role with an awareness of other digital technologies.

Learning Objectives

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

Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
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
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
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

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

Funding Option

Funding Eligibility

This opportunity is only available to business owners, managers and team leaders looking to upskill their staff. If you are unemployed or exploring new career options, you can start your apprenticeship journey by sending your CV to: info@360apprenticeships.co.uk

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.

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