Customer Service Specialist

Become a specialist in customer service

Course duration 15-18 months

Qualification Customer Service Specialist 

1-2-1 Training

Up to 100% funded

Upon successful completion of this apprenticeship, individuals will have the opportunity to become a member of the Institute of Customer Service. Employees will have cultivated a customer-centric mindset and will be equipped to drive positive changes in company processes and overall customer satisfaction. By the end of this apprenticeship, customer service professionals will have gained a deeper understanding of customer needs and preferences, enabling them to deliver exceptional customer experiences.

Customer Service Career Path

Customer Service Specialist £23,000
Team Leader £27,000
Customer Service Manager £35,000
Operations Manager £50,000
Director £70,000+
Programme overview
Unit No. Section Title Learning Aim
1 Professional Development
  • Be able to manage own personal and professional development, and plan further development for self
  • Be able to evaluate the effectiveness of Continuous Professional Development activities for self
2 Business Knowledge and Understanding

Customer Service culture and business environment awareness

  • Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
  • Understand your organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong
  • Understand your business environment, culture and leadership styles, and how they influence customer service
  • Understand the impact your service provision has on the wider organisation and the value it adds
3 Knowing your customers and their needs/Customer insight
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
  • Know your internal and external customers and how their behaviour may require different approaches from you
  • Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
  • Understand different customer types and the role of emotions in bringing about a successful outcome
  • Understand how customer expectations can differ between cultures, ages and social profiles
4 Customer Journey knowledge
  • Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience
  • Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention
  • Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
  • Understand commercial factors and authority limits for delivering the required customer experience
  • Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers
5 Providing a positive customer experience
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
6 Customer Service Performance and Service Improvement
  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organisations needs as well as the customer requirements
  • Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
  • Make recommendations based on your findings to enable improvement, in line with new and relevant legislation, regulations and industry best practice