Customer Service Specialist Level 3

Dealing with customer queries, purchases and complaints.

Course Background and Overview

Full time apprentices will typically spend 12 -18months on-programme (before the gateway) working towards the occupational standard, with a minimum of 20% off-the-job training. All apprentices must spend a minimum of 12 months on-programme.

The EPA period should only start, and the EPA be arranged, once the employer is satisfied that the apprentice is deemed to be consistently working at or above the level set out in the occupational standard, all of the pre-requisite gateway requirements for EPA have been met and can be evidenced to an EPAO.

A customer service specialist's primary responsibility is to provide direct customer support. They also serve as a point of referral for more complicated requests and complaints. Whilst collecting customer information i.e., product usage, they become an expert and share their knowledge with other members of the organisation.

End-Point Assessment Components

Practical observation with Q&As.
Work based project, supported by an interview.
Professional discussion supported by portfolio evidence.

EPA Cost and Payment Terms

EPA Cost £720
Once a learner(s) successfully clears gateway and ready for the End Point Assessment (EPA), invoices will be generated.
Please note that payment terms are set at 30 days from the date of the invoice.

Resit and Re-take Fees

Project Interview £240
Practical Observation £240
Professional Discussion £240

Delivery Process Map

Apprentice Passes Gateway

Once the apprentice has been registered, the training provider uploads all documentation for gateway including the gateway declaration. This shows the apprentice is now ready for EPA.

Apprentice Booked for EPA

When the apprentice has passed gateway, our booking team co-ordinates with the apprentice, training provider and available assessors to get the apprentice booked in for their EPA components. Once a time/date has been agreed and an assessor has been allocated, we will book the apprentice in via the Summit portal. The apprentice receives an email from Summit confirming their EPA booking.

Apprentice Attends EPA

The apprentice will attend their EPA sessions with their assessor.

Assessor and IV Marking

The assessor will mark the assessment of the apprentice within 3 working days and if required will pass it over to the Internal Verifier (IV). The IV will have another 5 working days to provide their final comments and conclude the overall grade for the apprentice.

Final Grade Awarded

The final grade for the apprentice will be added to the Summit portal, the apprentice will be notified via email confirmation.

Call us

Talk to us