Apprentices will develop a specialist set of skills, knowledge and behaviours that can be applied in many types of environments including contact centres, retail, webchat, service industry or any customer service point within an organisation.

They will be advocates of customer service and acts as a referral point for dealing with complex or technical customer requests, complaints and queries and an escalation point for complicated or ongoing customer problems.

This role requires the apprentice to demonstrate expertise in the organisation’s products and/or services sharing knowledge with wider teams and colleagues. They will gather and analyse customer information and data that influences change and improvements in service, utilising both organisational and generic IT systems to carry out the role, within an awareness of other digital technologies.

The model consists of 7 workshops and 8 one to one meetings, as well as self-study activities.