Customer Service Specialist
Level 3
A Customer Service Specialist Assessment Organisation is an approved company that is responsible for providing assessments for apprenticeships in this field. As an Assessment Organisation in the Customer Service sector, we will ensure that apprentices meet the required standards and competencies outlined in the relevant apprenticeship standards.
What the Role Entails
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
Components of the Customer Service Specialist Assessment
Professional discussion supported by a portfolio of evidence
The discussion will draw questions and amplifications from the on programme portfolio and knowledge, skills and behaviours required by the assessment plan The assessment methods can take place in any order.
The professional discussion can be either face-to-face or via online video- conference, if appropriate.
The professional discussion will last for 60 minutes (+/- 10%)
Work based project and interview
Apprentices must submit a written report, on a project they have carried out 2 weeks prior to an interview date. This date will be agreed when the apprentice passes through the Gateway process.
The written report must be 2500 words (+/- 10%), excluding annexes. All work on the project will be undertaken following the Gateway process over a two-month period.
The interview can take place either face-to-face or via online video conferencing, if appropriate. The apprentice will be asked 10 questions.
Practical observation with Q&A
The practical observation is covered in one session, lasting 1 hour +/- 10% tolerance either way.
The apprentice will be observed, undertaking a range of day to day workplace activities. The observation should involve activities which allow the apprentice to demonstrate the full range of their knowledge, skills and behaviours required.
The practical observation must take place in the apprentice’s workplace.
The amount of questioning time carried out during the observation should not exceed 15% of the total time allowed for the practical observation.
Simple, Easy-to-use Online Platform
Our platform (epaPRO) is user-friendly and offers a one-stop solution for registering apprentices, engaging with the team, accessing resources, and monitoring progress.
Dedicated
Co-ordinator
Once your apprentice is registered, you'll have a dedicated co-ordinator to assist you with any queries you may have
Free Resits/
Retakes
Steadfast Assessment provides free resits for online assessments in line with the requirements of the relevant assessment plan.
Detailed
Feedback
All our assessments are undertaken remotely unless face to face is specifically required by the relevant assessment plan.