Level 3 Customer Service Specialist (9494)

Last Updated: 05 Oct 2018

Product code 9494

LARS number 278

Coming Soon
from 07/11/2018
Open for EPA Bookings : from May 2019

New Apprenticeship Standards are designed by employer groups to be rigorous and respond to employers’ needs.
The new Level 3 Customer Service Specialist apprenticeship standard has been approved for delivery by the Institute for Apprenticeships (IfA) and will replace the current SASE Advanced Apprenticeship Advanced Level Apprenticeship in Customer Service.

The Level 3 Customer Service Specialist  apprenticeship is designed for learners in customer service roles of which there are many and could include: 

•Customer Service Specialist
•Customer Service Team Leader
•Customer Service Executive
The Level 3 Customer Service Specialist apprenticeship has a typical duration of 15 months and is Level 3.

City & Guilds offers a comprehensive package for the Level 3 Customer Service Specialist apprenticeship providing all the materials and solutions you need to sustain flexible delivery models that are cost effective, time efficient and meet the learning styles of your apprentices, ensuring they are motivated to be successful, productive in their role and are fully prepared for end-point assessment.

The apprentices’ journey begins with a period of learning, development and continuous assessment which covers the full range of knowledge, skills and behaviours required within the customer service environment. This is managed by the employer. In most cases, there’s also support from a training provider.

In the next stage the apprentice is required to have to show evidence of the relevant customer service specialist knowledge, skills and behaviours as set out in the standard and to have achieved maths and English Level 2 before the learner takes their end-point assessment.

Finally the apprentice moves on to the final stage of end-point assessment made up of the following assessment methods:

•Work-based project, supported by an interview
•Practical observation (with Q&As)
•Professional discussion supported by portfolio evidence

In order to offer a genuine end-to-end solution we will also provide high quality, rigorous end-point assessment, at a convenient time for your apprentice.

Learners having successfully completed Level 3 Customer Service Specialist apprenticeship, may have the opportunity to progress into:

•Level 3 Operational Delivery Officer – End-point Assessment.
•Higher Apprenticeship in Business &Professional Administration – Level 4
•ILM Level 4 Diploma in Leadership and Management

We are also developing a new Customer Service Specialist Qualification, which has been developed against the Customer Service Specialist apprenticeship standard. The Level 3 Customer Service Specialist is available to deliver in the following countries:




What is required in the Assessment Plan?

On-programme for this apprenticeship is usually a period of learning, development and continuous assessment, managed by the employer. In most cases, there’s also support from a training provider. The learning will be built around competencies and skills as set out in the standard. The knowledge, skills and behaviour that will be developed during the on-programme learning will include:

•Business focused service delivery
•Providing a positive customer experience
•Working with your customers/customer insights
•Customer service performance
•Service improvement

•Business knowledge and understanding
•Customer journey knowledge 
•Knowing your customers and their needs
•Customer service culture and environment awareness

•Develop self
•Team Working

The employer and provider are required to sign-off the apprentice as ready to move on to end-point assessment.

End-point assessment

End-point assessment

The end-point assessment must demonstrate that the apprentice can perform in the occupation in a fully competent, holistic and productive way.  The assessment will be graded as required by the standard. The assessment organisation and assessor must be independent of, and separate from, the training provided by the provider and employer.

Apprenticeship certification
On successful completion, the end-point assessment organisation will apply to the Institute for Apprenticeships (IfA) for the apprenticeship certification. The certificate will then be sent to the apprentice’s employer.

How to register

Interested in using our quality-assured on-programme materials or end-point assessment service? There are four ways to either find out more or to order what you need:

1. Coming soon, customers will be able to register for end-point assessment.  Please register for email updates to ensure you receive update communications. 

2. Get in touch with us now. Our Apprenticeships team can explain
our different products and services and start getting you set up as a customer or give existing customers support on the new apprenticeship arrangements.

3. Apprenticeship training manual tasks can be purchased via Smartscreen.  The Apprenticeship Training Manual published version will be available soon.

4. Speak to your City & Guilds Business Manager about how to access our products or how to register your apprentices with us.

Here you can find all documents related to this suite of apprenticeship.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to WalledGarden.com and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this apprenticeship?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form