Customer Service Specialist (L3) Apprenticeship Standard

About the Programme
The Customer Service Specialist is an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries.  They will often be an escalation point for complicated or ongoing customer problems.  An expert in their organisation’s products and/or services, they will share knowledge with the wider team and colleagues.  They will gather and analyse data and customer information that influences change and improvements in service.

Is the Apprenticeship for you?
This Apprenticeship is suitable for learners that are looking at progressing within their career in Customer Service. This Apprenticeship combines practical workplace experience with the theoretical learning to develop the skills and knowledge you need to be successful.

What will you study?
Apprentices work towards achieving an Customer Service Specialist Apprenticeship at Level 3 and will gain knowledge and skills in the following topics:
• Knowing your customers and their needs/ Customer Insight
• Customer Journey knowledge
• Customer service culture and environment awareness
• Providing a positive customer experience
• Service improvement
• Business Knowledge and Understanding
• managing referrals or escalations

The Customer Service Specialist is designed to provide you with the required skills to undertake the role. Once you have completed this programme you may have the opportunity to progress onto further development or take on additional responsibilities with your Employer.

English and maths GCSEs at a minimum of grade 4 (C) or equivalent.

Remember, an apprenticeship is a job so the hiring employer may have additional criteria that will have to be met alongside CRC’s entry criteria.

End Point Assessment
End-Point Assessment (EPA) is made up of a number of assessment elements which an Apprentice must pass in order to successfully complete their Apprenticeship. The EPA may include:

• Practical Observation with Q&A
• Work-Based Project supported by an interview
• Professional Discussion supported by a portfolio of evidence