Level 3 Customer Service Specialist Standard

About the course

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.

Course modules

Combined Competence and Knowledge Qualification

Skills, Knowledge & Behaviours

An apprentice will be required to undertake & have an understanding of a number of different core skills, knowledge & behaviours to complete this apprenticeship. Please see factsheet for more information.

Functional Skills

Functional Skills

Level 2 Mathematics & Level 2 English

Entry requirements & additional information

Entry requirements

Entry Criteria

A potential apprentice:

Must be aged 16 or over & have officially left school.

Must be employed (NOT self-employed) in the relevant occupational sector, working a minimum of 30 hours per week.

Must have the ability to achieve Functional Skills Level 2 in maths & English. (All candidates will be asked to complete an online functional skills assessment regardless of previous qualifications.*

An individual can only undertake an apprenticeship at the same or lower level than a qualification they already hold, if this allows the individual to acquire substantive new skills and the content of the training is materially different from any prior training or a previous apprenticeship.

Must have the right to work in England & spend at least 50% of their working hours in England over the duration of the apprenticeship.

Must be a citizen of a country with in the European Economic Area (EEA) or have the right of abode in the UK AND have been ordinarily resident in the EEA for at least the previous 3 years on the first day of learning.

*Typically potential apprentices would have a minimum of 5 GCSE’s at grades A-D (9 – 3 in the new grading system), including English, maths & science, or other equivalent vocational qualifications. Employers who recruit an apprentice without these qualifications will have to ensure they achieve level 2 in English & maths as part of the apprenticeship.

Learning and assessment

Theory work & learning materials delivered online with photographic, video & audio evidence being collected through the Onefile E-Portfolio platform, supported by off site technical training at Myerscough College as required.

The employer will have access to their apprentices Onefile E-Portfolio so they can monitor progress & work that has been set by the tutor.

The qualification is made up of a number of mandatory units designed to have maximum relevance to the job & integrate with day to day responsibilities.

An employer must allow an apprentice 20% of their working week to undertake work required to complete their apprenticeship (this is a legal requirement) & will include any college attendance required.

There will be an end point assessment, conducted by an independent assessor.

All components must be passed for the apprentice to meet the apprenticeship standard & these will include:

  • Practical Observation with Q&A
  • Work based project, supported by an interview
  • Professional Discussion supported by portfolio evidence

There will be 2 levels of achievement: Pass & Distinction

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Progression

Apprentices successfully completing the Level 3 Apprenticeship have opportunities to progress within the industry by continuing onto Higher Education courses or full time employment.

Careers

Typical jobs apprentices will be able to progress onto on completion of this Apprenticeship will depend on the qualifications and experience gained.

Why study an Apprenticeship?

Everything you need to know about taking on an Apprentice with Myerscough College as well as the benefits and support available.

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