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

Learner Passes Gateway

Once the learner has been registered, the learner uploads all documentation for gateway including their gateway agreement. This shows the learner is now ready for EPA.

Learner Booked in with IEA

When the learner has passed gateway, our booking team associate, Daniel Conway co-ordinates with the learner and available IEA’s to get the learner booked in for their EPA components. Once a time/date has been agreed and an IEA has been allocated, Farah proceeds to book the learner in via Summit. The learner receives an email from Summit confirming their EPA booking.

Learner Attends EPA

The learner will attend their EPA sessions with their IEA on the platforms the IEA has set for them.

Assessor and IV Marking

The IEA will mark the work of the learner within 5 working days and 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 learner.

Final Grade Awarded

The IV will upload the final grade for the learner on Summit for which the learner will be notified via email confirmation. BIOR aim to have the marking process and final grade awarded to the learner within 10 working days from the date the learner attended their EPA.

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