The main purpose of a Customer Service Specialist is to be a “professional” for direct customer support. In this role, you’ll train to be an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries.
Overview
The main purpose of a Customer Service Specialist is to be a “professional” for direct customer support. In this role, you’ll train to be an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries.
You’ll be an escalation point for complicated or ongoing customer problems and as a developing expert in your organisation’s products and/or services, you’ll share knowledge with your wider team and colleagues.
You’ll gather and analyse data and customer information that influences change and improvements in service.You’ll use both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This role could be carried out in many types of environments, including contact centres, retail, webchat, service industry or any customer service point.
Entry Requirements
Our expectation is that all Apprentices should already possess English and Mathematics to a GCSE grade C/4 or equivalent. However, we will consider applicants without these grades subject to an initial assessment with one of the Apprenticeship Team.
Structure
A fully work-based Apprenticeship. Full delivery of the Apprenticeship takes place with your Apprenticeship Assessor visiting you and your Mentor in your place of work on a monthly basis.Typical Course Duration: 15 months and 1-3 months End Point Assessment period.
Teaching & Learning
Apprentices can be taught via classroom delivery, work-based learning/assessment and vocational “on and off the job training”. This is always dependent on the course, the preferences of the business and the wishes of the learner.
Assessment
Practical observation in the workplace, professional discussion on your portfolio and a work-based project presentation.
Progression
Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level with technical skills. You could also progress onto a Leadership and Management programme.
South Coast Institute of Technology
The South Coast Institute of Technology is a collaboration of five further education colleges and two universities working with well known local employers, delivering industry-led courses which fill skills gaps and support the economic growth of the South Coast.
We have tailor made courses at every level in the Maritime, Engineering and Digital sectors, giving you the opportunity to advance and develop in your chosen career pathway.
We believe that life long learning is the key to a successful and fulfilling career, visit our website to find out more about these new and exciting courses or if your looking to be a employer partner and help build a workforce for the future.
New courses at Havant Campus
We are excited to announce that we have added 5 vocational courses at Havant to study alongside two A Levels. This will give you even more choice for your study programme in 2024.
Study a University Degree at HSDC
2024 is the perfect time to retrain or boost your career! Gain a university degree without accruing large debts, enjoy small class sizes, access to local employers and university resources.
Build your confidence and create positive customer experiences, manage customer expectations, handle difficult customers and make the most of every customer contact.
Regardless of your service, product, size of business or industry, customer experience has proven to be a key differentiating point for service led organisations and their success.
This 1 Day Course allows individuals to identify how to improve their own personal effectiveness in dealing with customers both internal and external either face to face or over the telephone.
You save time, energy and money to keep current customers happy than what you spend recruiting new ones. Loyal and happy customers tell people about your business through word of mouth recommendations.
This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events.
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