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Similing Team

Customer Service Specialist




​This apprenticeship is aimed to support you to become a professional for direct customer support within all sectors and organisation types.

You will be an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.


As an apprentice you will often be the escalation point for complicated or ongoing customer problems. You will become an expert during your apprenticeship in your organisation’s products and/or services, share your knowledge with your wider team and colleagues.


You will gather and analyse data and customer information that influences change and improvements in service. 

What will I be doing?

  • Maintaining the brand, image and reputation

  • Developing specialist customer service knowledge and skills

  • Handling & resolving complex customer service issues

  • Enabling effective team working

  • Developing improvements to customer service  

  • Offering advice and support to colleagues

  • Providing customer service

  • Answering questions

  • Promoting products and services

  • Closing sales and creating business

​Customer Service Specialist Careers

Customer Service Specialist

Customer Service Manager 

Customer Service Team Leader

Customer Relationship Manager

Customer Support Specialist

Customer Support Leader

Customer Support Manager

Customer Service Tech Support 


“Quality in a service or product is not what you put into it. It is what the customer gets out of it.”

Peter Drucker


What Will I Get?

After completing your 18 month apprenticeship training with CERT and successfully passing your End Point Assessment during Gateway you will be awarded the Customer Service Specialist Apprenticeship Standard and have experience of improving customer service and specialising in a role.

Ideally you will be progressing from a level 2 role and this apprenticeship standard will equip you with the underpinning knowledge and practical experience that will enable you to deal with higher level customer service activities such as resolving complex issues, supporting a colleague to improve their skills and developing ideas for organisational improvement to customer service systems and procedures

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