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Documentation about this Standard
Start Date: Mon, 17/09/2018
The Apprenticeship Standard and Assessment Plan can be found here.
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.
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.
The Apprenticeship will take a minimum of 15 months to complete depending on experience.
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:
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.
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.
English and Maths Level 2
Minimum requirements for knowledge, skills and behaviours met
Work-based Project (written report) supported by an interview
Practical Observation with Q&As
Professional Discussion (supported by Portfolio of Evidence)
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.