Level 3

Customer Service Specialist apprenticeship standard

The Customer Service Specialist is an advocate of customer service acting as a referral point for dealing with complex or technical customer requests, complaints and queries

The Customer Service Specialist is an expert in their organisation’s products and services, sharing knowledge within their wider team and colleagues. Gathering and analysing data and customer information that influences change and improvements in service.

The Customer Service Specialist can be found in many environments including contact centres, webchat, service industries, retail and importantly the merchanting industries.

The end-point assessment for Customer Service Specialist is regulated by The Office of Qualifications and Examinations Regulation, Ofqual.

The Level 3 End-Point Assessment for Customer Service Specialist is on the national qualifications register, Qualification Approval Number 603/7539/5.

What are the end-point assessment requirements

End-point assessment involves three components:

  1. A practical observation of 1-hour that will observe the apprentice carrying out a set of activities. The observation will include questioning to clarify knowledge and understanding
  2. A work-based project and interview. The project must be 2500 word and be completed during the 8-week period. The interview will take place over 1-hour
  3. A professional discussion of 1-hour. The apprentice is required to submit a portfolio of evidence to support the discussion.

It will result in a combined grade of pass or distinction.

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