This apprenticeship is suitable for people responsible for direct customer support within a range of sectors and organisations. They will be an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries and will often be an escalation point for complicated or ongoing customer problems. They could be working in many types of environment including contact centres, retail, webchat, service industry or any customer service point.
- Each apprentice will be allocated a training adviser who will visit them in the workplace on a monthly basis to provide training and support and monitor their progress and the training they are receiving from the employer.
- Apprentices will also attend workshops.
- The employer will be invited to regular progress reviews.
- The end point assessment should only commence once the apprentice has developed all the knowledge, skills and behaviours defined in the standard.
- To help determine whether the apprentice is ready for end point assessment a meeting will take place involving the apprentice’s line manager, their training adviser and any other appropriate managers from the employer.
- Apprentices must have achieved a level 2 qualification in English and maths before being entered for their final apprenticeship assessment.
End Point Assessment
- Work based project supported by a one hour interview.
- One hour practical observation with questions and answers.
- One hour professional discussion, supported by a portfolio.
- The apprentice can be awarded a pass or distinction.
Employers will set selection criteria for their own apprenticeships.
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Possible progression to higher level qualifications and apprenticeships, including Management.