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Customer Service Specialist

Duration: 18 months
Apprenticeship Level: 3
Assessment: Practical Observation, Work Based Project and Professional Discussion

Customer Service Specialist:

The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You will act as a referral point for dealing with more complex or technical customer complaints, request and queries. As an expert in your organisation’s products and services, you can share knowledge with your wider team and colleagues. A Customer Service Specialist can be in many types of environment such as contact centres, webchat, retail, service industry or any customer service point.

How can an Apprentice help me and my business?

Apprentices have benefited thousands of businesses nationwide. Apprentices take part in a structured training programme and learn the skills they need to do the job. When you take on an apprentice you are investing in your businesses future. Apprentices are highly motivated to learn the skills that will benefit your business. The fact they can put their skills into practice adds to their job satisfaction and your productivity.

Apprenticeship Wage

The national minimum wage for an apprentice is £4.15 per hour. This applies to all new apprentices aged under 19 and to those aged 19 or over in the first year of their apprenticeship. Those apprentices aged 19 or over who have already completed a year of their apprenticeship will be entitled to be paid at least the national minimum wage appropriate to their age. 

The apprenticeship wage is the minimum that an apprentice must be paid. Many employers will pay more than this wage and if your role is to be developed through further training then your salary is not likely to change as you become an apprentice.

Apprenticeship Funding

Non Levy Employers

If the apprentice is aged between 16 and 18 the apprenticeship will be fully funded by the Government. For apprentices aged 19 and above, the employer will be required to contribute 5% of the training costs.

Levy Employers

If the employer is a levy payer then they will be required to pay the total cost of the apprenticeship training.

For more information on the employer contribution, please contact our Business Services Team on 01757 211097.

What will the apprentice be doing?

The apprentice will learn, work, earn and achieve a qualification all at the same time.

To achieve the apprenticeship they will complete the following:

  • An industry designed and recognised apprenticeship
  • End Point Assessment (Practical Observation with Q&As, Work Based Project supported by an Interview and Professional Discussion supported by Portfolio Interview)

 The apprentice will work towards the following Functional Skills:

  • Mathematics up to Level 2
  • English up to Level 2

Learners who have already achieved GCSEs (A-C or equivalent) in Maths and English may be exempt from Functional Skills.

How will they pass the course? 

Their assessor will visit them on a regular basis to guide them through their apprenticeship standard. The assessor will assess and mentor the apprentice making sure they learn the skills, knowledge and behaviours of the standard. A review meeting is held every 12 weeks which includes the apprentice, assessor and line manager. When all three parties are happy, the apprentice will then take an end point assessment where they will be awarded a final grade i.e. pass, merit or distinction. The college will deliver functional skills training to the apprentice either in the workplace or at college dependent on the apprenticeship sector and delivery model.

How long will it take?

Planned Duration: 18 months (Practical period: 15 months, End Point Assessment period: 3 months)

Where will it be held?

The apprenticeship is work based, however the apprentice may be required to attend College for functional skills if needed and they have the option to attend a workshop to complete their apprenticeship work.

Progression

Further or higher education in customer service, business or other related qualifications.

Duration: 18 months
Apprenticeship Level: 3
Assessment: Practical Observation, Work Based Project and Professional Discussion

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