Customer Service Specialist Level 3

Assessment Practice

Regular evaluation sessions with managers and learners will include performance observations, questions and answer sessions and professional discussions.

End Point Assessment will include the following types of assessment

Schedule

Entry

But it is expected that the individual would have worked with an operational role within the industry to start on this apprenticeship standard.

Duration

12months

Level

This apprenticeship standard is set at level 3.

Course Details

Customer service specialist provide a ‘professional’ and direct customer support for dealing with more complex or technical customer requests, complaints, and queries. Focal points of contact for ongoing customer concerns and for optimum customer satisfaction.

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. The learning programmes delivering with employers and tutors from Able Trust Care through interactive learning sessions, take apprentices from entry through to the gateway and prepare for End-Point Assessment.

Customer: Apprentices recognise customer profiles in hospitality and how customers have different needs while delivering excellent customer service in line with business and brand standards.

Business

Apprentices know the business vision and values, its main competitors and how it fits in the wider hospitality industry while trying to increase its market share, using promotions and unique selling points

People

Apprentices understand how to work with people from a wide range of backgrounds and cultures, and the importance of using appropriate methods of communication that are suitable for different situations and individuals’ needs in a variety of hospitality contexts.

First line supervision

Apprentices understand how to support the supervision of new and junior team members to assist the line manager

Food Processing

Apprentices know how to perform basic food processing tasks such as preparation, cooking and regeneration of food in line with business/ brand specifications

Brand Standards

Apprentices know the brand standard for production and ingredients of menu items and why it is important to ensure the correct quality and quantity prior to producing dishes.

Food Safety

Apprentices know the standard for the safe processing of food items in line with business and food safety standards.

Equipment

Apprentices know how to set up, use and clean kitchen equipment, the correct storage conditions for food, equipment and cleaning products.

Level 3

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management