This is a legacy version of this programme, only available to learners who are already enrolled. You can view the latest version here.
Customer service specialists offer direct customer support within all sectors and organisation types. They support the Customer Service department and act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. They are often an escalation point for complicated or ongoing customer problems. As an expert in the organisation's products and/or services, they share knowledge with the wider team and colleagues.They gather and analyse customer information that influences change and improvements in service. A Customer Service Specialist utilises both organisational and generic IT systems to carry out the role. This could be in many types of environment, including contact centres, retail, webchat, service industry or any customer service point.
Read more about the apprenticeship on the Skills England website
Gateway Requirements
Level 1 maths and English
Observation with Q&As
1 hour (+/- 10%). Apprentice’s workplace. EPA access to workplace. Apprentice, End-point Assessor.
Project interview
1 hour (+/- 10%). Anywhere suitable; exam conditions. PC/laptop, wifi connectivity to support remote functionality. Apprentice, End-point Assessor, Employer / Mentor (optional).
Professional discussion
1 hour (+/- 10%). Anywhere suitable; exam conditions. PC/laptop, wifi connectivity to support remote functionality. Apprentice, End-point Assessor.
Fail/Pass/Distinction
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