This is a legacy version of this programme, only available to learners who are already enrolled. You can view the latest version here.
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.
Read more about the apprenticeship on the Skills England website
Gateway Requirements
• Achieved Level 2 English and Maths
• Satisfied the employer that they are consistently working at, or above, the occupational competence of the Level 3 Customer Service Specialist Standard
• Compiled, and be ready to submit, a portfolio of between 10 and 15 discrete pieces of evidence towards the professional discussion
• Completed and be ready to submit a project synopsis
Assessment Method 1: Practical Observation with Questions and Answers
The practical observation is covered in one session, lasting 1 hour +/- 10% tolerance either way.
The apprentice will be observed, by an Innovate Awarding Assessor, undertaking a range of day-to-day workplace activities. The observation will involve activities which allow the apprentice to demonstrate the full range of their knowledge, skills and behaviours required.
The apprentice must be given 2 weeks’ notice of the practical observation. The observation can be before or after the work-based project, but it is recommended not before the professional discussion.
Assessment Method 2: Work-based Project Supported by an Interview
Apprentices must submit a written report, on a project they have carried out, to Innovate Awarding two weeks prior to the interview date. This must be accompanied by the Project Evidence Locator. This date will be agreed when the apprentice passes through the Gateway process. The written report must be 2500 words (+/- 10%), excluding annexes. All work on the project will be undertaken following the Gateway process over a two-month period.
The subject should cover a specific high-level challenge (such as a complaint or difficult situation) that the apprentice has dealt with explaining what it was, what actions (planning and execution) they took, what solutions were offered, details of any recommendations made to change a policy or process and any feedback from the customer. Details should also include the apprentice’s responsibilities and results.
Interview to Support the Work Based Project
The work-based project will be supported by an interview. The interview will take place with an Innovate Awarding Assessor. The interview will last for 60 minutes (+/- 10%). The interview will focus on the written project and any supporting annexes.
Assessment Method 3: Professional Discussion supported Portfolio Evidence
The professional discussion will last for 60 minutes (+/- 10%). During the professional discussion, evidence from the on-programme portfolio of evidence will be used as a base to support the professional discussion.
The portfolio of evidence is not directly assessed. This evidence will be considered by the Innovate Awarding Assessor and will be used for the planning to the discussion.
Distinction / Pass / Fail
Please provide the following information and the right person will be in touch with you.
For further assistance please call us on 0117 314 2800 or email us at hello@innovateawarding.org and we'd be more than happy to help.
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