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The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support and deal with customer queries, purchase and complaints 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. They are often an escalation point for complicated or ongoing customer problems.
As an expert in their organisation’s products and/or services, they share knowledge with their wider team and colleagues. They gather and analyse data and customer information that influences change and improvements in service. They also utilise both organisational and generic IT systems to carry out their 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.
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 to a career in customer service, they may be eligible for further professional membership including management.
To support the preparation for End-Point Assessment (EPA), we provide:
Handbook that covers assessment methods, preparation and requirement checklists, advice and what to expect on assessment day.
Standard specification
A mandatory EPA planning meeting with the Independent End-Point Assessor (IEPA)
Regular Training Provider information sessions
Project proposal gateway form
Portfolio mapping document
Find out more about this End-Point Assessment by viewing the ST0071 specification.
View our fees here.
Read more about the apprentice journey and why VetSkill is the right End-Point Assessment Organisation (EPAO) for you in our Level 3 Customer Service Specialist fact sheet.
Assessment methods:
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The Practical Observation with Questions and Answers will be planned in advance and scheduled to take place whilst the apprentice is working in their usual environment. It is fundamental that the apprentice will be able to undertake a range of day-to-day workplace activities.
Conducted by an Independent End-Point Assessor (IEPA), the Practical Observation is designed to provide the apprentice with the opportunity to demonstrate their Knowledge, Skills, and Behaviours (KSBs) as outlined in the apprenticeship standard.
The observation must include questioning to clarify knowledge and understanding is being applied, however the questions will not exceed 15% of the total time allowed for carrying out the practical observation. Standardised questions will be devised by VetSkill to explore the apprentice’s KSBs related to those in Appendix A. Questions will be open and the IEPA may ask supplementary questions as required to seek further clarification.
Duration: 1 hour (+ or -10% where required)
Location: Apprentice’s workplace (either face to face or remote)
Graded: Fail / Pass / Distinction
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A project proposal should be submitted to VetSkill at Gateway outlining how the intended project will meet the requirements of the work based project report and interview assessment. The project proposal must receive formal approval from VetSkill before any project activity can commence.
Apprentices must submit a written report to VetSkill on a project they have carried out two (2) weeks prior to the interview date. The subject of the project report should cover a specific high-level challenge (such as a complaint or difficult situation). The project report should summarise what the apprentice has dealt with, explaining what it was, what actions (planning and execution) they took, what solutions were offered, and details of any recommendations made to change policy or process. The project report must be 2500 words (+/- 10%), excluding annexes.
The work-based project is assessed in a 60-minute interview (+ or -10%) between the IEPA and apprentice, which will consist of 10 competency-based questions. The apprentice’s responses in the interview will be assessed in addition to the content of work based project. The interview may be conducted either in person or remotely via online video conferencing where requested. It must take place in a controlled, quiet environment free from distractions, with all necessary equipment provided.
Duration: Project is undertaken over a two-month period followed by a 60-minute (+ / - 10%) interview
Location: Apprentice’s workplace (either face to face or remote)
Graded: Fail / Pass / Distinction
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The Professional Discussion is a formal two-way conversation between the apprentice and IEPAs under controlled conditions. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
The apprentice can refer to and illustrate their answers with evidence from their portfolio, which will be submitted at Gateway; however, the portfolio is not directly assessed. The portfolio will consist of a minimum of 10 pieces of evidence to a maximum of 15 pieces, which are related to the KSBs that this assessment method applies. Apprentices will be required to provide real work-based examples of how they have applied the knowledge, understanding and skills in carrying out their job role.
The Professional Discussion may be conducted either in person or remotely via online video conferencing where requested. It must take place in a controlled, quiet environment free from distractions, with all necessary equipment provided.
Duration: 60 minutes (+ or -10%)
Location: Any suitable location (normally employer’s premises)
Graded: Fail / Pass / Distinction
Interested in our End-Point Assessment service?
Fill in our contact form or email us and a member of our End-Point Assessment Team will get in touch.