Customer Service Specialist Advanced Apprenticeship

Business SkillsCustomer Service Course

Course: Customer Service Specialist Advanced Apprenticeship

Duration: 18 Months

Attendance: Agreed with Assessor

Funding: Apprenticeship Funding

  • Course Outline

    The apprentice will undergo an 18-month apprenticeship training programme at Level 3, during which they will be supported with on and off the job training to assist their development.

    Structure

    On Programme Training
    The period of learning, development and continuous assessment is managed by the employer with the support of a GHQ on programme assessor. GHQ will work closely with the employer to plan and deliver support and training appropriately to ensure the requirements of the apprenticeship standard are met.

    Assessment Gateway
    The end-point assessment takes place at the end of the apprenticeship, after a minimum of 15 month’s on programme learning. The employer and on programme assessor will formally review and sign to confirm that the apprentice has met the minimum requirements within the standard and are ready to move on to the end assessment.

    End-Point Assessment
    The end-point assessment consists of 3 assessment methods, all pass criteria must be achieved to progress and complete the apprenticeship programme. The 3 assessment methods are;

    • Work-based Project & Interview – apprentices must submit a written report on a project they have carried out, to the End-Point Assessor 2 weeks prior to the interview date. The subject of the project will be agreed with the End-Point assessor with guidance from the employer and the GHQ assessor, to allow them to ensure the project is appropriate for the business. The subject will cover a specific high-level challenge such as a complaint or difficult situation that the apprentice has dealt with. The employer will need to ensure the apprentice has enough time and the necessary resources to plan and undertake the research and produce the written report. The project will be supported by a 60-minute interview.
    • Practical Observation – This will be pre-planned and scheduled when the apprentice is in their normal place of work, and it will be carried out by the independent end-point assessor. The observation should enable them to evidence their skills, knowledge and behaviour from across the standard and will last for approximately 1 hour.
    • Professional Discussion – This will be a structured discussion between the apprentice and the end-point assessor, following the observation and will last for a maximum of 1 hour. The apprentice will extract 10-15 pieces of evidence from their portfolio to support the discussion.

    Grading

    The apprenticeship includes Pass and Distinction grades which are applied at the end-point assessment. If any part of the assessment is not sufficient when first submitted there will be opportunity for resubmission, or observation or professional discussion to be repeated, however multiple assessment opportunities are not expected.

    Additional Requirements

    Apprentices will be required to have or to achieve Level 2 English and Maths prior to the end-point assessment.

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