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Apprenticeship Standard in Customer Service Specialist Level 3, V1.0
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| Apprenticeship Standard in Customer Service Specialist Level 3, V1.0 | | | Lincoln Campus | £0.00 |  |
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Support For Students Aged 19+
Lincoln College Fee Remission Policy offers means tested and non-means tested help with course fees for qualifications up to and including Level 2 and for some students aged 19+ studying a first Full Level 3
We also offer the Advanced Learner Loan, which is non-means tested help with course fees for Level 3, 4, 5 and 6 Further Education funded courses. Our Learner Support Fund offers means tested help with course related costs such as travel to college, uniform, equipment, UCAS application fee and travel to Higher Education interviews. We offer help with the cost of Ofsted registered childcare through the Care To Learn scheme for students aged under 20 (non means tested) and our 20+ Childcare Support Fund (means tested). We can also provide assistance through the Free College Meals scheme. Students, or their parents, must be in receipt of a qualifying means tested benefit and either aged 19 to 24 and have a current Education and Health Care Plan, or be aged 19 and continuing exactly the same programme that they started before they turned 19. Visit our website here for more information or contact the Financial Support Team at financialsupport@lincolncollege.ac.uk or call (01522) 876000 or (01636) 680680
To find more information on funding available for all students please visit our Financial Support page by clicking here
If you are interested in an Apprenticeship, you will pay no course fees.
More information about this Course
Introduction
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.
Off the Job Training:
A key requirement of an Apprenticeship is Off-the-job training. This must make up at least 20% of the apprentice’s contracted hours, over the total duration of the apprentice’s planned training period. Off-the-job training must be directly relevant to the apprenticeship standard and must take place within the apprentice’s normal working hours. The new learning must be documented and reflected on through the Learner Journal on their e-portfolio.
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Entry Requirements
The Apprentice will need to be in a relevant role and show a willingness to undertake the knowledge, skills and behaviours required. They will also need to have Level 2 Maths and English (GCSE at Grade 4/C or above or equivalent) or be prepared to attend a block study period for Maths and English if this is required. Apprentices may be required to attend an interview and undertake relevant skills assessments. Once they have been accepted on to the programme all apprentices will be required to attend a Lincoln College Induction. Apprentices will require access to a tablet/computer to access their e-portfolio.
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Assessment and Progression
Assessment is done through a combination of practical tasks, written assignments, oral discussions and online tests throughout the programme. To ensure that we can support you to meet these, we will complete an in-depth initial skills analysis to ensure that we can tailor our delivery to meet these unique requirements. We will then use the most relevant delivery methods to support your learners which include:
• One to one coaching from a dedicated, professional tutor allocated to the learner for the duration of the programme.
• Work based assignments and projects.
• Webinar delivery Case studies & desk top simulations.
• Job shadowing and mentoring.
• Employer led technical training.
• Independent learning and research.
End Point Assessment:
There will be an End Point Assessment (EPA) as the final stage of an Apprenticeship. The Apprentice must demonstrate their learning to an independent end point assessor and the overall grade available is distinction, merit, pass or fail. The EPA consists of the following three assessments.
• Practical observation with Work based project, supported by an interview
• Interview to Support the Work Based Project.
• Professional discussion supported by portfolio evidence.
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Fees
As an Apprentice, you will pay no course fees. However, your employer may have to pay towards your training as well as providing you with a wage. All Apprentices are entitled to the national minimum apprentice wage within their first year of training from their employer, although they can, and often do, pay more. In the second and subsequent years of an Apprenticeship programme, if you are aged 19 or over, the national minimum wage for your age would apply [https://www.gov.uk/national-minimum-wage-rates]
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