Customer Service Specialist
15 - 18 months
The Customer Service Specialist qualification is ideal for both those who are new to, or are more experienced within a senior Customer Service Role. The Customer Service Specialist qualification offers the opportunity to learn, review and reflect on methods used as well as take new skills learned and put them into practice within the workplace.
To successfully achieve this qualification you must be a ‘professional’ for direct customer support and an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
You will be an expert in your organisation’s products and/or services and share knowledge with your wider team and colleagues, as well as, gathering and analysing data and customer information that influences change and improvements in service.
What you will learn?
Business Knowledge and Understanding
Customer Journey Knowledge
Providing a Positive Customer Experience
Customer Service Culture
And much more...
End-point assessment – What is this?
End point assessment or “EPA” has been created to assess the knowledge, skills and behaviours gained throughout the qualification. EPA is conducted by an external independent body chosen by the employer.
EPA offers the chance to showcase your skills and be awarded a grade that reflects your performance.
EPA will consist of the below activities:
Practical Observation with Q&A
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