Level 3

Customer Service Specialist

The role of a customer service specialist is to be a professional for direct customer support within all sectors and organisation types

Overview of the role - IconOverview of the role

A Customer Service specialist acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. They are often an escalation point for complicated or ongoing customer problems. As an expert in the organisation's products and/or services, and share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies.

Details of the Standard - IconDetails of the Standard

The Apprenticeship Standard is a period of training where knowledge is acquired, skills developed and practically applied. When the apprentice has reached the required level, they are entered into the gateway for their end-point-assessment. Once the end-point organisation has completed the assessments and tests then the award will be given. English and maths will also be required.

Duration - IconDuration

Typical duration: 15 months, plus up to 3 months to complete the End-Point-Assessment.

Entry Requirements - IconEntry Requirements

Employers will set their own entry requirements in order to start on this apprenticeship.

English and maths - IconEnglish and maths

To complete the apprenticeship the employee must pass level 2 English and maths, (or have the appropriate exemption certificate)

Delivery - IconCurriculum, delivery and readiness for End-Point-Assessment

Swatpro Academy's bespoke programme will cover all the mandatory knowledge and skills outlined in the standards, business focused service delivery, providing a positive customer experience, service improvement. Apprentices will have access to Swatpro Savvy Learning Centre with courses mapped against the curriculum.

The delivery will include 20% 'off-the-job' training, through a blend of remote, online and in the workplace training. The tutor will review progress with both apprentice and employer at least once every 8 weeks. Those not having L2 Maths and English will attend additional classes. When the apprentice has reached the required level, they are entered into the phase known as 'gateway' for their End-Point-Assessments (EPA) undertaken with an independent Assessment Organisation. For further details please see the explanation overleaf.

Assessment - IconEnd-Point-Assessment

The End-Point-Assessment is synoptic and takes place at the end of the apprentice's learning and development.

Work-based project (supported by interview)
The 2,500-word (+/- 10% tolerance) work-based project must be based on a project that the apprentice has carried out. The subject of the project should cover a high-level challenge that the apprentice has dealt with.

Practical observation with Q&As
The practical observation will be pre-planned and scheduled to take place when the apprentice will be in their normal place of work and will be carried out by the Independent Assessor. The observation will take approximately 60 minutes and should enable the apprentice to evidence their skills, knowledge and behaviour from across the standard to demonstrate genuine and demanding work objectives.

Professional discussion (supported by portfolio evidence)
The professional discussion will be a structured discussion between the apprentice and the end-point assessor. The end-point assessor will ask the apprentice to discuss their time on programme that is relevant to the criteria.

Independent End Assessor confirms that each assessment element has been completed. The overall grade (pass or distinction) is determined by the Independent End Assessor based on the combination of performance in all assessment activities. In order to achieve a pass overall, the apprentice must pass each assessment component. All pass and distinction criteria must be achieved for an overall distinction to be achieved.

Progression - IconProgression

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. You could also progress on to the Level 3 Team Leader/Supervisor Apprenticeship.