A customer service specialist is a reliable and trusted point of contact for complicated customer problems and requests. Customer service specialists know the company – its products and services – inside and out, and share this information with colleagues.

Customer service specialists work in all sectors of industry including retail environments, call centres or online using web chat. They provide customers and team members support, evaluate feedback and recommend changes for improvement – all while following industry best practice.

A customer service specialist’s key responsibilities can include:

• Collaborating with fellow team members
• Communicating effectively with customers and colleagues
• Dealing with challenging situations
• Delivering a positive customer experience
• Finding solutions to suit the organisation and customer
• Developing a professional knowledge of products or services.

Employers will set their own entry requirements in order to start on this apprenticeship, but typically requires five GCSEs at Grade C or higher.

15 months

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Levy Payers – £4,000

Non-Levy Payers – £240

Level 3

To complete the apprenticeship the apprentice must pass level 2 English and maths (or have the appropriate exemption certificate) before undertaking their end point assessment.

The End Point Assessment (EPA) for the Customer Service Specialist Apprenticeship includes:

• Practical observation
• Work based project (Supported by interview)
• Professional discussion.