Another new end-point assessment is now available through Skills and Education Group Awards.

As of 1 September 2023, the organisation offers end-point assessment services for the Level 3 Customer Service Specialist apprenticeship standard.

Find all the details about this apprenticeship standard below.

What is the Level 3 Customer Service Specialist Apprenticeship?

This apprenticeship prepares apprentices for a role that involves dealing with customer queries, purchases and complaints. The main purpose of the role is to be a ‘professional’ for direct customer support.

Customer Service Specialists will typically:

• Act as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
• Provide an escalation point for complicated or ongoing customer problems.
• Be experts in their organisation’s products and/or services and share knowledge with their colleagues.
• Gather and analyse data and customer information that influences change and improvements in service.
• Utilise both organisational and generic IT systems to carry out their role with an awareness of other digital technologies.

What sectors do Customer Service Specialists work in?

Customer Service Specialists can work within all sectors and organisation types. This could include environments such as contact centres, retail, webchat, service industries or any other customer service point.

What are the entry requirements?

Apprentices must achieve Level 2 English and maths prior to taking the end-point assessment.

Organisations will set their own entry criteria and are more likely to select individuals with more advanced interpersonal skills and experience of working with customers in some capacity.

Where can it take the apprentice?

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Should apprentices choose to progress on a customer service career path, they may be eligible for further professional membership including management.

Other new end-point assessments

The Level 3 Customer Service Specialist is the latest of several new end-point assessments at Skills and Education Group Awards. Other recent developments include:

• Level 3 Learning and Development Practitioner
• Level 5 Learning and Development Consultant Business Partner
• Level 3 HR Support
• Level 5 HR Consultant Partner
• Level 4 Sales Executive

View all our end-point assessments.

Reasons to choose us

There are many benefits to choosing Skills and Education Group Awards as your End-Point Assessment Organisation. You’ll receive guidance through the process with support from your own Independent End-Point Assessor (IEPA), our dedicated End-Point Assessment team, and all the resources you need.

We are also part of the wider Skills and Education Group, which includes BIIAB, another End-Point Assessment Organisation. Through BIIAB, you can access end-point assessment services for a range of other sectors, including health and social care, hospitality and catering, retail and procurement, and business support. Find out more here.

You can read a full overview of the benefits of choosing us here.

Find out more

More details about this new end-point assessment are available here.

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