Customer Service Specialist

This standard is at Level 3. The role of a Customer Service Specialist is to be a professional for direct customer support within all sectors and organisation types. They may also influence change and improvements in service.

Responsibilities

Core responsibilities include dealing with more complex customer requests or queries than a Customer Service Practitioner. They may also gather and analyse data and customer information in order to inform practice, influence change, and create improvements in service.

Programme

The typical duration of this programme is 15 months in-learning. Candidates will learn:
• Business knowledge and understanding
• Knowing your customers and their needs
• Customer service culture and environment awareness
• Business-focussed service delivery
• Providing a positive customer experience
• Working with your customers/customer insights
• Customer service performance
• Service improvement
• Self-development
• Taking ownership/responsibility
• Team working
• Equality and diversity
• Personal presentation

Requirements

Candidates must have a level 2 or equivalent qualification in English and maths prior to completion, and will be expected to have taken level 2 English and maths tests for stretching and challenging. They often already have some experience working with customers in some capacity and is ideal for those who want to improve their knowledge of the customer service sector. Learners must also complete a portfolio of evidence to demonstrate competencies against the required knowledge, skills and behaviours of the standard.

Assessment

The standard is comprised of on-programme learning, assessment gateway, and End Point Assessment (EPA). EPA will take approximately 3 months to complete and will consist of a practical observation with questions and answers, a work-based project supported by an interview, and a professional discussion supported by the portfolio of evidence. The work-based project topic will be agreed by the employer and EPA Organisation, candidates will then submit a written report (2500 words + or - 10%).