Snapshot
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Product code
ST0071
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Assessment
Fail, Pass or Distinction
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Fee
£675
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.
Gateway Requirements
Apprentices must have achieved English and Mathematics at Level 2.
It is recommended that Apprentices submit their Work-Based Project Plan Proposal to allow sufficient time for Skills and Education Group Awards to approve ahead of the 2 months duration to complete the Work-Based Project.
The Assessment
The three methods of assessment are:
- Practical Observation with Q&A
- Work-Based Project supported by an Interview
- Professional Discussion supported by Portfolio of Evidence.
The assessment plan can be found here.
Link to Professional Registration:
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Get in touch to find out how to register
For further information on registering your apprentices on this end-point assessment, contact our team by email or by calling 0115 854 1620 (Option 4).
Useful Resources
Key contacts
End-Point Assessment Team
0115 8541 620 (Option 4)
EPA@skillsedugroup.co.uk