Customer Service Specialist
Version 1.1 – VQA Level 3 End-Point Assessment for ST0071 Customer Service Specialist (603/3830/1)
Version: 1.1
Level: 3
LARS Number: 278
Reference: ST0071
Funding: £4,000
Duration: 15 months
A Customer Service Specialist has to be a real people person to excel. While they may not always be at the front line of customer service, they must be on hand to deal with support and solve complex or technical queries when they arise. Proactivity is a must in this role, which also focuses on gathering and analysing customer information in order to anticipate issues and influence improvements in service. Whether it's via contact centres, retail, or webchat, Customer Service Specialists are there to deliver truly memorable customer experiences.
Apprenticeship Assessment Components
To complete their Apprenticeship Assessment, Customer Service Specialist apprentices must achieve a pass or distinction in the following three components.
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The practical observation is a 60-minute (+/-10%) observation of the apprentice in their normal workplace performing a range of day-to-day activities in order to demonstrate their knowledge, skills and behaviours. During the observation, the apprentice should be able to move from one area or function of the business to another when necessary, in order to best demonstrate their skills in a realistic work environment.
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The apprentice must submit a 2,500-word report on a project they have carried out. The topic of the project must be agreed upon at the assessment planning meeting and carried out across the following two months.
The project should cover a specific high-level challenge (such as a complaint or difficult situation) that the apprentice has dealt with. They should explain what it was, what actions (planning and execution) they took, what solutions were offered and details of any recommendations made to change a policy or process and any feedback from the customer.
The interview takes place at least two weeks after the project submission date. It lasts 60 minutes (+/-10%) and the apprentice will be asked ten competency-based questions.
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The professional discussion lasts 60 minutes (+/-10%) and questions are structured around the portfolio of evidence, which the apprentice submits at gateway.
The portfolio is made up of between 10 and 15 pieces of evidence, which can include witness statements, customer feedback, and management feedback. The portfolio itself is not directly assessed, but a good portfolio is essential for a successful professional discussion.
Why VQA?
Gateway to completion submission reviewed within 24 hours
Assessments booked within 1 working day of gateway to completion approval
Results released in market-leading time
Assessment planning meetings offered to all apprentices
Average gateway-to-completion of 6 weeks*
*unless otherwise stipulated by the assessment plan Learn more about this standard
