Customer Service Specialist End Point Assessment ST0071/AP01

Update February 2024:

IfATE have informed us that the assessment plan for ST0071 Customer Service Specialist has been amended. The following changes have been made:

• The criteria, ‘Resolve complex issues by being able to choose from and successfully apply a wide range of approaches’ is now to be assessed via the professional discussion.
• The grading descriptor, ‘Demonstrates resolution of a range of complex customer service issues, explaining the approach used and why, demonstrating accountability throughout’ is now to be assessed via the professional discussion.

These changes are reflected in V1.1 of the newly published assessment plan (February 2024) and will affect learners commencing their apprenticeship from 12th February 2024 onwards. 

The V1.1 plan will be available for registrations from: date to be confirmed. 

Existing learners currently on-programme will continue on the AP01 assessment plan. 

For any queries regarding these changes please contact: epa@theimi.org.uk

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• Apprentice Support Package: AS-CSS-ASP

• End Point Assessment: AS-CSS-EPA

The Apprenticeship Standard and Assessment Plan can be found here.

OVERVIEW

The Customer Service Specialist Level 3 Apprenticeship Standard provides Learners with an opportunity to expand on their existing customer service skills and become an expert in their organisations products and/or services. Apprentices can learn to gather and analyse data and customer information that influences change and improvements in service.

Designed with different learning styles in mind, IMI’s solution ensures Apprentices are fully engaged and prepared for their End-Point Assessment (EPA). This new standard is suited to those looking to work in higher level customer service roles across the automotive industry.

ROLE

The role of a Customer Service Specialist is to act as a referral point for dealing with more complex or technical customer requests, complaints and queries. They are often an escalation point for complicated or ongoing customer problems and will be an expert in their organisation’s products and/or services.

DURATION 15 MONTHS

The Apprenticeship will take a minimum of 15 months to complete depending on experience.

ENTRY REQUIREMENTS

English & Maths at Level 2 (or equivalent) is required to be held by the Learner prior to the EPA. IMI provides solutions to any Apprentice that does not have a Level 2 (or equivalent) in Maths or English before starting, to achieve this before completion of the Apprenticeship.

Organisations will set their own entry criteria and are more likely to select individuals that demonstrate the following qualities:

• Advanced interpersonal skills
• Experience working with customers
• Problem solving and self-organisation skills
• Good communication skills, both oral and written
• Works well independently and as part of a team

Mandatory - English and Maths at Level 2 (or equivalent) is required to be held by the Learner prior to the EPA. IMI provides solutions to any Apprentice that does not have a Level 2 (or equivalent) in Maths or English before starting, to achieve this before completion of the Apprenticeship.

ASSESSMENT OVERVIEW

There are no requirements for on-programme formative assessment. However, employers and training providers may wish to carry out joint reviews of the Apprentice's progress at regular intervals. The IMI offer an eLogbook where Apprentices can log and upload their progress throughout their on-programme learning.

END-POINT ASSESSMENT GATEWAY (MANDATORY)

• English and Maths Level 2

• Minimum requirements for knowledge, skills and behaviours met

END-POINT ASSESSMENT

• Work-based Project (written report) supported by an interview

• Practical Observation with Q&As

• Professional Discussion (supported by Portfolio of Evidence)

WANT TO KNOW MORE?

IMI Approved Centres can apply to offer this Apprenticeship Standard here.

Alternatively call us on +44 (0)1992 511521 and we will be happy to help.