You will combine on-the-job learning with your employer where you are expected to complete at least half a day off-the-job learning to meet the 20% off-the-job training requirement. You will attend our training centre in Malton one day a month for face-to-face delivery. You will also undertake one online session a month with your trainer.
You will also be visited in the workplace every 10 weeks to complete a tripartite review with you and your employer to check progress and set targets.
The Level 3 Customer Service Specialist Apprenticeship Standard is designed to be the “expert voice” of the company. This apprenticeship focuses on high-level problem solving, customer journey mapping, and acting as a bridge between the customer and the business’s leadership.
Typically 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. 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. You may be the first point of contact and work in any sector or organisation type.
You will collate a portfolio of jobs you have done in the workplace. These jobs will show the knowledge, skills and behaviours you have developed throughout the Apprenticeship. This portfolio will be specific to your apprentice’s role.
This is the final assessment you do to ensure you are competent to be certificated in your role.
This will be carried out by an independent End-Point Assessment Organisation.
The End-Point Assessment includes a knowledge test, and a competency-based interview and professional discussion supported by your portfolio of evidence.
Once you pass your End-Point Assessment you will be awarded with your Apprenticeship certificate.
Studying customer service provides a versatile foundation that can take you into almost any industry, from professional services and retail to hospitality and corporate head offices.
Because every business relies on customer satisfaction to thrive, your career path is exceptionally flexible.
On completion, you may choose to register as Associate Members with the Chartered Management Institute or the Institute of Leadership and Management, to support your professional career development and progression.
Alternatively, they may choose to further your educational studies by moving on to the Level 5 Improvement Specialist Apprenticeship.
Candidates must have ideally achieved grades 4/C or above in 4 GCSEs. ideally in English & Maths.
If the learner has not achieved a GCSE Grade C/4 or equivalent in English and/or Maths, you will be supported to complete Functional Skills as part of your apprenticeship.
The learner must be employed in a relevant role for a minimum of 30 hours per week.
The cost of the apprenticeship is funded by the Government and your employer. There are no training costs paid directly by the apprentice.
As you are earning a wage, your employer may expect you to pay for your travel to Derwent Training for your training day. This may be via car, bus or train but every employer is different. It is your responsibility to get to and from the training centre for your off-the-job training.
What you earn as an apprentice will depend on your age, the apprenticeship standard and the location of the employer.
If you are 16-18, or 19 or over and in the first year of your apprenticeship then you are be entitled to the National Apprenticeship Minimum Wage. Many employers do pay more than this but as you are their employee it is their decision. You must be paid for:
You are entitled to at least 20 days of paid annual leave plus bank holidays. You can find information on the National Minimum Wage here.
