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Customer Service Specialist Apprenticeship Standard

What you need to know about the Highfield Level 3 End-Point Assessment for Customer Service Specialist

Who is this Standard for?

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.

Programme structure

This is a level 3 apprenticeship standard that has a minimum duration of 12 months. The typical duration is 15 months. Apprentices will be placed in a customer service role and supported by a tutor to achieve the Customer Service Specialist standards, as well as Level 2 maths and English qualifications.

Assessment Plan

Apprentices who started their apprenticeship on or after 10/05/2018 will be assessed against ST0071/AP01

End-Point Assessment methods

  • Work Based Project (supported by interview)
  • Practical observation (including Q&A)
  • Professional discussion (supported by portfolio evidence)

EPA kit - To access the full EPA kit and the Gateway Readiness Report for this standard, please visit here.

Apprenticeship Standard and EPA Timeline - this document (available here) supports employers, training providers and apprentices by providing them with the clear time frames required to complete each stage of the apprenticeship and end-point assessment journey, through to ESFA certification.

Apprentice Support and Guidance Documents 

These documents support employers, training providers and apprentices preparing for end-point assessment.

Think About - Practical Observation

Think About - Professional Discussion

Qualification - We have developed the Highfield Level 3 Diploma in Customer Service Skills (RQF) that maps directly to the standard.  

Apprenti-kit - The effective delivery of this standard can be supported by the Level 3 Customer Service Specialist Apprenti-kit