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This apprenticeship is ideal for those who may already be working in a senior role in a customer focused environment.

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, webchat, service industry or any customer service point.

Course Content

·       Business Knowledge and Understanding

·       Customer Journey Knowledge

·       Customer Service Culture and Environment Awareness

·       Knowing your customers and their needs/ Customer Insight


·       Business focused service delivery

·       Providing a Positive Customer Experience

·       Working with your customers / customer insights

·       Customer Service Performance

·       Service Improvement



·       Develop Self

·       Ownership/Responsibility

·       Team Working

·       Equality

·       Presentation


Entry Requirements

GSCE Grade C/4 or above in English & Maths or equivalent.

Based on individual results of the initial assessment, functional skills in English & maths may need to be completed during the apprenticeship. Applicants will also be required to complete a skill scan to establish any prior knowledge/experience. A work placement must also be in place before an apprenticeship can begin.

How will I be assessed?

End Point Assessment

·       Practical observation with Q&As

·       Work based project, supported by an interview

·       Professional discussion supported by portfolio evidence


Progression to employment in this field of work.

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