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For general enquiries please call 01522 876000 or email .(JavaScript must be enabled to view this email address)

For all course enquiries please call the Course Enquiry Line on 030 030 32435 or email .(JavaScript must be enabled to view this email address)

For International enquiries outside the EU, please call +44 (0)1522 876000 or email .(JavaScript must be enabled to view this email address)

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Apprenticeship Standard in Customer Service Specialist Level 3

Zig Zag Underline

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.

Off the Job Training

A key requirement of an Apprenticeship is Off-the-job training.  This must make up at least 20% of the apprentice’s contracted hours, over the total duration of the apprentice’s planned training period.  Off-the-job training must be directly relevant to the apprenticeship standard and must take place within the apprentice’s normal working hours.

The new learning must be documented and reflected on through the Learner Journal on their e-portfolio (OneFile).

The Apprentice will need to be in a relevant role and show a willingness to undertake the knowledge, skills and behaviours required. They will also need to have Level 2 Maths and English (GCSE at Grade 4/C or above or equivalent) or be prepared to attend a block study period for Maths and English if this is required.

Apprentices may be required to attend an interview and undertake relevant skills assessments.

Once they have been accepted on to the programme all apprentices will be required to attend a Lincoln College Induction. Apprentices will require access to a tablet/computer to access their e-portfolio (OneFile).

Assessment is done through a combination of practical tasks, written assignments, oral discussions and online tests throughout the programme.  To ensure that we can support you to meet these, we will complete an in-depth initial skills analysis to ensure that we can tailor our delivery to meet these unique requirements. We will then use the most relevant delivery methods to support your learners which include:

• One to one coaching from a dedicated, professional tutor allocated to the learner for the duration of the programme.

• Work based assignments and projects.

• Webinar delivery Case studies & desk top simulations.

• Job shadowing and mentoring.

• Employer led technical training.

• Independent learning and research.

End Point Assessment

There will be an End Point Assessment (EPA) as the final stage of an Apprenticeship. The Apprentice must demonstrate their learning to an independent end point assessor and the overall grade available is distinction, merit, pass or fail.

The EPA consists of the following three assessments.

  • Practical observation with Q&As.
  •  

  • Work based project, supported by an interview
  • .

  • Interview to Support the Work Based Project.

  • Professional discussion supported by portfolio evidence.

  • As an Apprentice, you will pay no course fees. However, your employer may have to pay towards your training as well as providing you with a wage. All Apprentices must receive a minimum wage of £4.15 per hour within their first year of training from their employer, although they can, and often do, pay more. In the second and subsequent years of an Apprenticeship programme, the national minimum wage for your age would apply.

    If you are an employer and want to find out more information regarding employer contributions and any further costs related to the Apprenticeship programme, please contact our dedicated Apprenticeship team at employers@lincolncollege.ac.uk

    Key Facts

    Level:Level 3

    Full-time/part-time:Full-time

    Duration:18mths (including EPA)

    Location:Lincoln Campus

    Course Code:3AO0014AA0

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