The Level 3 Customer Service Specialist apprenticeship will prepare learners to be a professional in direct customer support. This apprenticeship standard is suitable for all sectors. Learners who undertake this qualification will be an advocate for Customer Service and act as a referral oint for dealing with the most complex customer requests/queries. Learners may be involved to help with more complicated/ongoing customer problems. As an expert, Learners should share their knowledge with colleagues. Learners may be responsible for gathering and analysing data to influence changes and improvement within the service. They should be confident in utilising both organisational and generic IT systems to carry out their role.
Learners without Level 2 English and maths will need to achieve this prior to taking their End Point Assessment.
Apprenticeship standard PDF
Here is a PDF that details the full standard for this apprenticeship including the Knowledge, Skills and Behaviours that learners must demonstrate.
Apprenticeship standard – Level 3 Customer Service Specialist
End Point Assessment:
The Level 3 Customer Service Specialist apprenticeship consists of multiple discrete assessment methods:
- Practical observation
- Professional discussion
The performance of the learners End Point Assessment will determine their overall apprenticeship standard and grade.