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Customer Service Specialist Apprenticeship Level 3

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 between 15-18 months to complete.  


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


  • Develop a portfolio of evidence and/or work towards a Highfield Level 3 Diploma in Customer Service Skills (RQF)

  • 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.

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

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

  • Pass End Point Assessment (EPA).


 Highfield Level 3 Diploma in Customer Service Skills (RQF)


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


The course consists of 14 mandatory units:


  • 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


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.

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