Course overview
Customer Service Specialist Level 3 Apprenticeship City of Bristol CollegeThe main purpose of a Customer Service Specialist is to be a professional for direct customer support within all sectors and organisation types. An advocate of customer service acting as a referral point for dealing with more complex or technical customer requests, complaints and queries. An expert in your organisation’s products and services, sharing knowledge with your wider team and colleagues.
Understanding your organisation’s business strategies and goals in relation to customer service to make recommendations for the future. Understand and evaluate the customer journey, including challenges and the end experience. Adaptable communication styles are key to this role when dealing with internal colleagues and external customers, dealing with complex issues through advanced questioning and listening to negotiate beneficial outcomes. Understand different customer types, provide customer insight and drive customer loyalty, retention and satisfaction.
Manage challenging and complicated situations, make recommendations to change service and strategy, use clear explanations and provide options and solutions to influence and help customers make decisions and agree on the next steps. Proactively gather customer feedback, analyse and evaluate the information to improve services and anticipate the potential needs and expectations of your customers.
Making recommendations and implementing changes in line with new and relevant legislation, regulations and industry best practices. Commit and take ownership for actions to resolve customer issues to satisfy both the customer and the business. Make realistic promises and deliver on them by working effectively and collaboratively with colleagues at all levels to achieve results.
Start Your Apprenticeship Journey with City of Bristol College
Start your apprenticeship journey with City of Bristol College
Additional information
Who is this course for?
Those interested in marketing, sales, procurement and customer service.
Course entry requirements
Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills and experience of working with customers in some capacity.
You must achieve a Level 2 in English and Maths prior to taking the end point assessment.
How is the course delivered and assessed?
This apprenticeship is developed in the workplace.
Future career and study opportunities
Sales, marketing, procurement and customer service management.
