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Customer Service Specialist Apprenticeship Level 3

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The Customer Service Specialist apprenticeship has been developed to support learners in a customer service role and provides a highly transferable set of knowledge, skills and behaviours. Your core responsibility is to be a professional for direct customer support and act as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

 

Typical duration to gateway: 12-18months

 

To achieve the Customer Service Specialist L3 Apprenticeship Standard each learner must:

 

  • Compile a portfolio of evidence.

  • Have regular 1-to-1s with their line manager.

  • Work closely with their Assessor/Tutor who will provide guidance and support in meeting the knowledge, skills and behaviours set out by the standard.

  • Complete a minimum of 20% off-the-job training hours (OTJ).

  • Hold, or achieve with AGL Training, a Level 2 in English and mathematics before sitting their End Point Assessment.

  • Pass End Point Assessment.

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Knowledge, skills and behaviours (KSBs) assessed are:

 

  • Business knowledge and understanding

  • Customer journey knowledge

  • Knowing your customers and their needs/customer insight

  • Customer service culture and environment awareness

  • Business focused service delivery

  • Providing a positive customer experience

  • Working with your customers/customer insights

  • Customer service performance

  • Service improvement

  • Develop self

  • Ownership/responsibility

  • Team working

  • Equality

  • Personal presentation

 

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End Point Assessment (EPA)

 

End Point Assessment is carried out by an external organisation (EPAO) and is made up of the following:

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1.Practical Observation with Q&As – 60minute observation at work, 15% of which will be questions to seek clarity.

2.Work Based Project and Interview - 2,500 word project and 60minute interview.

3.Professional Discussion - 60minute professional discussion underpinned by a portfolio of evidence.

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Apprentices’ 1st attempt at EPA are covered by the course funding, however, in the event of an Apprentice failing, their EPA re-sit / re-take costs will fall to the employer.

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