The role of Customer service is to provide customer-based support for business and other organisations alongside dealing with queries, purchases and complaints.
Typically, this level 3 apprenticeship will take 15 months.
The main purpose of a Customer Service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You 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 will also gather and analyse data and customer information that influences change and improvements in service. Alongside 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 for example, contact centres, retail, webchat, service industry or any customer service point.
The end point assessment (EPA) will test the entire standard and comprises of the following elements:
A summary of knowledge, skills and behaviours will need to be demonstrated throughout your EPA
Must be 16 or over and working at least 30 hours per week including all training and study time.
Must be in an occupation relevant to the apprenticeship and hold a contract of employment.
Must be allowed to use 6 hours a week of their working time to complete off the job training.
Depending on the Apprenticeship, apprentices will need to achieve level 1 or 2 English and Maths prior to taking the end-point assessment and we will support the learner through this programme where necessary.