Customer Service Specialist

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, web chat, service industry or any customer service point.

Course Content

  • Knowledge: Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation: Business Knowledge and Understanding; Customer Journey knowledge; Knowing your customers and their needs/ Customer Insight; Customer service culture and environment awareness.

  • Skills: 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.

  • Behaviours: Proactively keep your service, industry and best practice knowledge and skills up-to-date; Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation; Team working; Equality; Presentation.

Those with an annual wage bill of less than £3m do not pay the Apprenticeship Levy. Instead, 95% of each apprenticeship is funded by the government whilst a 5% investment is required by the employer to enhance the skills of their employee.

  • Employers are also be eligible for a £1000 incentive payment if the apprentice is aged 16 – 18.
  • Employers with less than 50 employees and where the apprentice is aged 16 – 18, the government will fund 100% of the apprentice and are eligible for a £1000 incentive payment.
  • Employers with those aged 19+ the government will continue to fund 95% of the apprenticeship programme whilst a 5% investment is required by the employer.

 

Businesses can manage this through the Apprenticeship Service online account.

For more information and guidance on this service then please get in touch with our team, who can give you further information.

Funding available. For more information and guidance on this service then please get in touch with our team, who can give you further information.

18 Months

In the workplace

NCFE Cache

Share
Share on facebook
Share on twitter
Share on linkedin
Share on reddit
Share on whatsapp
Share on email
Share on print

Want more info?

Our friendly team of advisors are here to help. Get in touch…

More Business and Management courses...

I am interested in training for...

By using this website, you agree to our use of cookies. We use cookies to provide you with a great experience and to help our website run effectively. For more information see our Cookies Policy

Our partners at Free Courses Back To Work are better suited to help you

Their team specialises in helping unemployed people to find access to free online courses.