The Customer Service Specialist apprenticeship has been developed to support learners in a professional direct customer support role, an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. It provides a highly transferable set of knowledge, skills and behaviours and takes a minimum of 15 months to complete.  

 

To achieve the Customer Service Specialist apprenticeship standard each learner must:

 

  • Develop a portfolio of evidence and/or work towards a BTEC Level 3 Diploma for Customer Service Specialist

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

  • Work with their training provider who will provide training and resources to support learning in meeting Knowledge, Skills and Behaviours set out by the Customer Service Specialist Standard.

  • Achieve Functional Skills maths and English at Level 2, prior to EPA Pass End Point Assessment (EPA)

 

 

BTEC Level 3 Diploma for Customer Service Specialist

 

The qualification is a combined knowledge and competence qualification. It is assessed through the completion of a portfolio of evidence.

 

The course consists of 8 mandatory units:

 

  • Understanding the Customer Service Environment

  • Understanding Customer Loyalty, Retention and Satisfaction

  • Understanding Continuous Improvement in Customer Service

  • Understanding Personal Effectiveness in a Customer Service Work Environment

  • Delivering Solution-focused Customer Service

  • Managing Challenging Customers and Situations

  • Influencing Change and Improvement in Customer Service

  • Managing Personal Effectiveness in a Customer Service Specialist Job Role

 

End Point Assessment (EPA)

 

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

 

  1. Practical Observation with Q&As – The apprentice is observed by an Independent Assessor from the EPAO undertaking a range of day to day workplace activities which allow the apprentice to demonstrate the full range of their knowledge, skills and behaviours. The observation will include questioning to clarify knowledge and understanding. This will last around 1 hour.

 

  1. Work based project supported by an interview – The apprentice will submit a written report on a project they have carried out, the written report must be 2500 words. The interview will take place with an Independent Assessor and will last for around 60 minutes.

 

  1. Professional Discussion supported by a portfolio of evidence – The professional discussion will be with an Independent Assessor and will last for 60 minutes. The on-programme portfolio of evidence will be used to support the professional discussion.

 

In order to pass the End Point Assessment, the learner must achieve 100% of the pass criteria, in order to achieve a distinction, the learner must achieve 100% of the pass criteria and the distinction criteria set out in the Institute for Apprenticeships End Point Assessment Plan.

Customer Service Specialist Apprenticeship Level 3

AGL Training Ltd, Suite D,

19 Limes Road, Oakengates,

Telford

TF2 6EP

Tel: 01952 743495

Email: marie@agltraining.uk

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