The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

A Swarm trained Customer service professional will develop a more commercial mindset, understand the needs of the business and think creatively in helping to develop the customer focused area of the business.

It will typically take up to 14 months+ to complete, although the exact duration will be dependent on the previous experience of the individual.

Details


Level: Level 3

Duration: 14 Months

*Apprentices without level 2 English and Maths will need to achieve this level prior to taking the end-point assessment.

How Its Delivered:

  • Monthly one to one tuition and mentoring

  • Regular full day training workshops (in a central location)

  • Management of a real business impact project

  • Assigned a business mentor to aid in impact development

  • E-Portfolio and training resources

  • End point assessment at the end of the course

Entry Requirements : 
Learners must be employed within a role that will enable them to evidence the requirements of the qualification. Learners should also possess communication skills sufficient to allow them to address the assessment requirements of the qualification.