Customer Service (City of Glasgow College)

Occupational role outline

The occupational role of the Customer Service Specialist is a referral point for dealing with day to day or complex technical customer requests, complaints, and queries.  The role will often act as an escalation point for complicated or ongoing customer problems and will share knowledge of your organisation’s products and/or services, in addition to gathering and analysing data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out the 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.

The proposed competition is designed to assess the core competencies and skills of learners and apprentices who are either working towards their customer service apprenticeship or working in industry (with no more than 12 months experience). 

The Customer Service Specialist competition provides the opportunity for the learner to evidence and showcase their skills, knowledge and behaviour from across the occupational standard to demonstrate genuine and demanding work objectives. Each task within the competition will be different; examples include handling a general enquiry or dealing with customers. It is essential that the competition covers a series of live public interactions and a presentation, as a minimum. These are areas of the current apprenticeship standard which are not able to be evidenced during an observation, and integrating this into the competition will act as a pivot point for assessing excellence in this role. 

Assessment criteria

The criteria for assessing performance during the competition will cover the knowledge, skills, attitudes and behaviours required to demonstrate excellence in this industry.

Knowledge

  • Application of business knowledge and understanding.
  • Customer journey knowledge.
  • Knowing your customers and their needs/customer insight.
  • Customer service culture and environmental awareness.

Skills

  • Business-focused service delivery.
  • Working with your customers/customer insights.
  • Customer service performance.
  • Dealing with customer conflict and challenge.
  • Service improvement.
  • Providing a positive customer experience.

Behaviours/Attitude

  • Ownership/responsibility
  • Team working
  • Presentation

Competition Approach

The competition would be modular and would focus on three distinct skills needed as part of the skill, written, telephony and face to face. The competition would aim to test competitors' ability to follow procedures, deal with unfamiliar and difficult situations and deliver an efficient and professional service.

A maximum of 10 competitors may enter this competition per organisation.