This apprenticeship goes beyond direct customer interactions to focus on the customer journey, continuous service improvement, and data analysis. You will learn how to evaluate customer feedback, advocate for customer needs across the business, and mentor junior customer service staff.
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Overview
Core skills, knowledge and behaviours you will learn
- Customer journey mapping and experience analysis
- Handling complex, escalated complaints and conflict resolution
- Business continuous improvement and service culture
- Regulatory, legal, and compliance frameworks (e.g., GDPR, Consumer Rights)
- Utilising customer service metrics, analytics, and KPIs
- Digital technology and omni-channel support systems
Where you might work
- Contact centres and digital service hubs
- Financial and banking institutions
- Retail corporate offices
- Local authorities and public service departments
- Hospitality and travel companies
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Careers/Progression
Typical job roles
- Customer Service Specialist
- Customer Escalation Coordinator
- Customer Experience (CX) Analyst
- Customer Success Executive
- Customer Service Team Leader
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Fact sheets
Click here to find out more about this apprenticeship.