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:
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Compile a portfolio of evidence.
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Have regular 1-to-1s with their line manager.
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Work closely with their Assessor/Tutor who will provide guidance and support in meeting the knowledge, skills and behaviours set out by the standard.
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Complete a minimum of 20% off-the-job training hours (OTJ).
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Hold, or achieve with AGL Training, a Level 2 in English and mathematics before sitting their End Point Assessment.
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Pass End Point Assessment.
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Knowledge, skills and behaviours (KSBs) assessed are:
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Business knowledge and understanding
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Customer journey knowledge
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Knowing your customers and their needs/customer insight
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Customer service culture and environment awareness
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Business focused service delivery
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Providing a positive customer experience
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Working with your customers/customer insights
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Customer service performance
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Service improvement
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Develop self
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Ownership/responsibility
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Team working
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Equality
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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.