ST0071 Customer Service Specialist

Dealing with customer queries, purchases and complaints.

Customer Service Practitioner

Role Overview

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..

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Key Responsibilities

Customer Service Specialists are responsible for:

  • Your actions will influence the customer journey and their satisfaction including challenges and the end-to-end experience.

  • Analyse, use and present a range of information to provide customer insight  

  • What drives loyalty, retention and satisfaction and how they impact on your organisation. 

  • Organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong

Work Environment & Collaboration

Specialists are expected to work collaboratively with colleagues across departments to deliver seamless customer service. They also:

  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches

  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy.

  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction.

  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it

Committed to Excellence

Promoting a
brighter future.

Our commitment to excellence, innovation, and continuous improvement is unwavering, as we strive to contribute to the growth and success of individuals and the organisations that support them. Through our rigorous assessment processes, we aim to set new standards for quality and reliability in end-point assessments, promoting a brighter future for apprentices and the industries they serve.

Supporting Your Success

Essential Resources for
Customer Service Specialist.

Standard

Assessment Plan

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