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.
A portfolio of jobs to evidence knowledge, skills and behaviours and will be collated with jobs they are doing in the workplace. This portfolio will be specific to the apprentices role.
The End-Point Assessment or EPA for short, is the final assessment for every apprentice to ensure they are competent to undertake the role they have been training in throughout the apprenticeship. This will be carried out independently by the End-Point Assessment Organisation. The format for each EPA can differ, depending on the apprenticeship pathway being taken. However, assessment methods typically involve tasks such as: a presentation with questions and answers, a professional discussion, an interview or variety of multiple choice questions. All of these are underpinned by the portfolio of evidence you will collate during the course of the apprenticeship.
On completion, apprentices may choose to register as Associate Members with the Chartered Management Institute and/or the Institute of Leadership and Management, to support their professional career development and progression. Alternatively, they may choose to further their educational studies by using any Apprenticeship pathways at Level 4 or 5.
Candidates must have ideally achieved Grades 4/C or above at GCSE including 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. This is delivered by Derwent Training. The learner must be employed in a relevant role for a minimum of 30 hours per week.
The cost of the apprenticeship is partly funded by both the Government and the employer. Ask Derwent Training how the funding rules will apply to your business – there are no training costs to be paid by the apprentice.
You will be expected to pay for your travel method to attend Derwent Training for any face-to-face delivery.
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 may 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:
