Customer Service Specialist

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.

Download our Standard Specification

Support

At OAL we are constantly working hard to ensure that we surpass the expectations of the institutions we work with. We intend to support apprentices on the pathway to EPA in any way we can towards a successful outcome. We have adapted various support materials like the process map to the left to make EPA as straightforward as it can be for apprentices and centres alike.