Customer Service Specialist Apprenticeship Standard

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The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. Customer Service Specialists are advocates of customer service and act as a referral point for dealing  with more complex or technical customer requests, complaints, and queries. They are often an escalation point for complicated or ongoing customer problems. As an expert in their organisation’s products and/or services, they share knowledge with their wider team and colleagues. They gather and analyse data and customer information which can influence change and lead to improvements in service. Utilising both organisational and generic IT systems Customer Service Specialists carry out their role with an awareness of a range of digital technologies. This could be in many types of environment, including contact centres, retail, webchat, service industry or any customer service point.

It helps learners to develop and demonstrate technical knowledge and understanding, skills and behaviours to become successful in a customer service specialist role. With further training and development, learners can also progress to a more senior customer service or management role.

 The apprenticeship standard is comprised of the following elements:

BTEC Level 3 Diploma for Customer Service Specialists 

Functional Skills

English Level 1  – Speaking & Listening

English Level 1- Reading

English Level 1 – Writing

Mathematics Level 1

Unless apprentices have achieved their Level 2 English and maths, they will be required to take Level 2 English and/or maths and must study and take the test before the end-point assessment.

Day release may be required for training

20% Additional off the job training                                                                  

 Must be at least 20% of the time; is paid and outside the normal day-to-day working duties. It can include: * Theory teaching * Practical training (e.g. shadowing, mentoring, industry visits, attendance at competitions) * Learning support * Writing assignments/assessments * Research

End-point assessment

Length of programme minimum 15 months
How to apply – Contact us for an application form on 01482 611896 or email: