Apprentice Customer Service Specialist

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.

End Point Assessment

Practical Observation with Q&A

The apprentice will be observed, by an independent assessor, undertaking a range of day-to-day workplace activities. The observation should involve activities which allow the apprentice to demonstrate the full range of their knowledge, skills and behaviours required. The observation will include questioning to clarify knowledge and understanding is being applied.

Work-based Project (supported by an interview)

The apprentice submits the Work-based Project proposal at Gateway, and once approved, will have two months to complete the Project and submit a 2500-word report. During the Interview, apprentices will be asked 10 questions based on their Project and the supporting evidence.

Professional Discussion (supported by portfolio evidence)

Evidence from the on-programme portfolio of evidence will be used as a base to support the professional discussion. The apprentice will extract, from their portfolio, evidence which is suitable for supporting them in their professional discussion.

Fees

Reassessment Fees