The main purpose of a Customer Service Specialist Apprentice is to be a professional for direct customer support within all sectors and organisation types. They are an advocate of customer service, acting as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
This apprenticeship develops the skills, knowledge and behaviour for the learner to act as an escalation point for complicated or ongoing customer problems, and as an expert in their organisation’s products and/or services. They will share knowledge with their wider team and colleagues. They gather and analyse data and customer information that influences change and improvements in service. It will be important to utilise both organisational and generic IT systems to carry out the role with an awareness of other digital technologies.
This could be in many types of environment, including contact centres, retail, webchat, the service industry or any customer service point.