Customer Service Specialist Apprenticeship Level 3

The main purpose of a customer service specialist is to be a professional for direct customer support within all sectors and organisation types. This role involves being an advocate of customer service, acting as a referral point for dealing with complex and technical customer requests, complaints and queries. Apprentices will be an escalation point for complicated or ongoing customer problems.

Customer service specialists are experts in their organisation’s products and services, regularly sharing knowledge with the wider team. They gather and analyse data and customer information that influences change and improvements in service. Additionally, the apprenticeship involves utilising organisational and generic IT systems to carry out the role with an awareness of other digital technologies. This could be in many types of environments including contact centres, retail, webchat, service industry or any customer service point.