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. Candidates will cover these areas on their course: Knowledge Business Knowledge and Understanding Customer Journey knowledge Knowing your customers and their needs/ Customer Insight Customer service culture and environment awareness Skills Business-focused service delivery Providing a positive customer experience Working with your customers / customer insights Customer service performance Service improvement Behaviours Develop self Ownership/ Responsibility Team working Equality Presentation