Duration
Typical duration to gateway - 15 months
(this does not include EPA period).

Occupation Profile
The main purpose of a Customer Service Specialist is to be a 'professional' for direct customer support within all sectors and organisation types.
They are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
You are often an escalation point for complicated or ongoing customer problems. As
an expert in your organisation's products and / or services, you 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.
This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

Entry Requirements
Applicants must:
Be new to or working towards a senior role in customer service
Achieve the required level of Maths and English as part of the apprenticeship if a recognised qualification is not already held
Be employed and have the support of their employer to undertake the programme

Commitment
6 hours a week (based on a 30 hour week) of a learner's contracted hours must be given to support the completion of the programme.
Trainer led sessions are a mandatory part of the course along with any other learning activities set by the Coach or Trainer.
Maths and English may need to be undertaken in addition to the main qualification depending on previous attainment in these areas.
The learner will be required to undertake research, reading and write ups to support their learning.
The programme requires 100% commitment from the learner & employer to ensure successful completion.

Delivery
Our blended approach means that our programmes are flexible and enable apprentices to experience a range of learning and support opportunities in a variety of formats such as online or at a local ACL centre.
The apprentice will have a dedicated Coach who they will meet (online or face to face) atleast once a month who will guide them through their apprenticeship and
prepare them for their End Point Assessment.
Reviews of progress are carried out from week 4 and every 12 weeks thereafter with the
learner, their line manager and coach..
Additional workshops will be available to all learners to support additional learning and the
off job learning requirement.

Benefit for Learner
1. Build professionalism and confidence in a working environment

2. Ability to manage their own performance

3. Gain knowledge on Customer Service theories and the skills and behaviours within the context of their work setting

Benefit for Business
1. Productive team members

2. Customer Service Specialist qualified staff

3. Responsible and adaptable team members

End Point Assessment (EPA)
End Point Assessment (EPA) takes place at the
end of the apprenticeship programme and is a
comprehensive holistic assessment of the skills,
knowledge and behaviours required as laid out in the
apprenticeship standard.

The Level 3 Customer Service Specialist EPA is made
up of:

Practical observation with Q&As - The apprentice will
be observed in their working environment. This will
be completed by the Independent End Point Assessor
from the EPA organisation.
Work based project, supported by an interview - The
work-based project is completed within 2 months from
the start of the end-point assessment period. The
interview will take place before the end of the 3-month
end-point assessment period.
Professional discussion supported by portfolio
evidence - The apprentice will complete a discussion
with the Independent End Point Assessor. This will
be around their portfolio, including their job role,
knowledge, skills and behaviours.

Progression
Progression Routes
Once you have completed this qualification at Level 3, there are several progression routes available, dependant on your industry and job role: Level 3 Business Administrator and other Leadership and Management courses.