Customer Service Specialist Level 3

Requirements 

• apprentices aged 16 to 18 at the start of their training are required to achieve Level 2 Maths and English qualification, or GCSEs C/4 or above to complete their apprenticeship, if they do not already hold suitable equivalent qualifications. For those aged 19+ at the start of their training study can also be funded up to an approved level 2 in English or maths or both, achievement is not mandatory and employers can choose to opt out.

• approximately 15 months on programme

• role must include dealing with customer queries, complaints and purchases

• 'off the job' training must be provided (348 hours)

• support from an employment mentor with monthly reviews.

What you'll do at work

This is a practical and exciting work-based standard where the apprentice receives on the job training and support. It will allow the apprentice to gain transferable skills that can be applied in all types of sectors and organisations and will develop the skills, knowledge and behaviours across different areas including:

• Customer service delivery and problem solving
• Customer insight and improvement
• Communication and relationship building
• Business and service knowledge
• Professional practice and teamwork

Assessment methods 

• 1:1 meetings with tutor both in the workplace and through online meetings.
• Observation of practice
• Assignments and reflective accounts.
• Employer feedback.
• Some classroom-based sessions at Gateshead Interchange.

End point assessment 

End Point Assessment will take place in the final 3 months, dependent on learner progress. End Point Assessment will be conducted by an Independent End Point Assessment Organisation, consisting of:

• Practical observation with questions and answers
• Work based project supported by interview