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Paying at the Store

Customer Services Specialist - Level 3 
ST0071

What is an

Customer Services Specialist?

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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 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.

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Funding Band

£4000

Duration

15 Months

Level

3

Female Lecturer

The End-Point Assessment Process

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Gateway – typically after 15 months on programme:

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  • Met the requirements of minimum length on-programme learning

  • Your employer agrees you are ready for end point assessment

  • You have the English & maths qualifications required

 

End point assessment period is 3 months:

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  • Practical Observation with Q&A

  • Work based project, supported by an interview, completed within 2 months from the start of the EPA period

  • Professional Discussion supported by portfolio of evidence, within 3 months from the start of the EPA period

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Serving Beer

Grading Criteria

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Fail Criteria: Apprentices has not been able to demonstrate sufficient application of knowledge, skills and behaviours for the assessment methods.

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Pass Criteria: Apprentice has met the Pass criteria, for the knowledge, skills and behaviours of the assessment methods, has not been able to demonstrate sufficient for Distinction.

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Distinction Criteria: Apprentice has met the pass criteria for the knowledge, skills and behaviours and demonstrated sufficiently the distinction criteria.

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