Customer Service Practitioner Level 2

Overview

Become a product expert, drive improvements, and craft positive customer journeys.

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 for Customer Service, acting as a referral point for complex or technical customer requests, complaints, and queries, and often an escalation point for complicated 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.

Responsibilities

• Advocate of Customer Service.
• Act as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
• Serve as an escalation point for complicated or ongoing customer problems.
• Share knowledge with a wider team and colleagues.
• Gather and analyse data and customer information that influences change and improvements in service.

Core Knowledge, Skills, and Behaviours

• Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation.
• Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention.
• Keep current knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers.
• Understand your organisation structure and what role each department needs to play in delivering Customer Service and the consequences if things go wrong.
• Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation.
• Understand the impact your service provision has on the wider organisation and the value it adds.
• Understand your organisation’s current business strategy in relation to customers and make recommendations for its future.
• Understand the principles and benefits of being able to think about the future when taking action or making service related decisions.
• Understand a range of leadership styles and apply them successfully in a customer service environment.
• Critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience.
• Demonstrate a continuous improvement and future focused approach to customer service delivery including decision making and providing recommendations or advice.
• Resolve complex issues by choosing and applying a wide range of approaches.
• Find solutions that meet your organisation’s needs as well as customer requirements.
• Use advanced questioning, listening and summarising to negotiate mutually beneficial outcomes.
• Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy.
• Provide clear explanations, options and solutions to influence and help customers make choices and agree on next steps.
• Proactively keep your service, industry and best practice knowledge and skills up-to-date.
• Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation.
• Work effectively and collaboratively with colleagues at all levels to achieve results.
• Adopt a positive and enthusiastic attitude, being open minded and able to tailor your service to each customer.

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