Customer Service Specialist Level 3 Apprenticeship Standard

Duration	15 months
Funding	Maximum funding band is £4,000
Delivery	Workplace assessments, EPA preparation

Role Profile

A Customer Service Practitioner will need to demonstrate excellent customer service skills and behaviours, as well as product and service knowledge when delivering to customers. 

Customer interactions may cover a wide range of situations including face-to-face, telephone, post, email, text and social media.

Entry Requirements

5 GCSEs including Maths and English at grade 4 (grade C) or above, and Level 2 Customer Service qualification or experience within the sector.

Apprenticeship Content

This apprenticeship covers the following knowledge, skills and behaviours:

Knowledge:

• Business knowledge and understanding
• Customer journey knowledge
• Knowing your customers and their needs / customer insight
• Customer service culture and environment awareness

Skills:

• Business focused service delivery
• Providing a positive customer experience
• Working with your customers / customer insights
• Customer service performance
• Service improvement

Behaviour:

• Developing self
• Ownership / responsibility
• Team working
• Equality
• Presentation

Assessment

Apprentices will complete an End Point Assessment, which will assess each of the knowledge, skills and behaviours detailed above.

Assessment consists of three elements:

1. Practical observation with Q&As
2. Work based project supported by an interview
3. Professional discussion supported by portfolio evidence