Customer Service Specialists provide expert support for customer queries, acting as an escalation point across a wide range of environments, including contact centres, retail and digital channels. They interpret customer journeys, communicate clearly, and influence positive outcomes through strong problem-solving. They also gather and evaluate feedback to drive service enhancements and support broader organisational goals.
Download the Specification
DownloadPrice and reassessment
Maximum funding: £4,000
Full EPA fee: Remote: £600 | Face to Face: £650
Reassessment:
- Practical observation with Q&A: Face to Face: £175
- Work based project, supported by an interview: Remote: £150 | Face to Face: £200
- Professional discussion supported by a portfolio of evidence: Remote: £150 | Face to Face: £200
Gateway requirements
Before the apprentice can enter the EPA Gateway process, the following evidence is required:
- EPA Gateway Meeting Record
- Achievement of English and Maths qualifications, if required, in line with the apprenticeship funding rules
- Reasonable Adjustments/Special Consideration Request Form where relevant
If the apprentice is aged 16-18 years, they must have achieved English and Maths qualifications to at least Level 2. If the apprentice is aged 19+ when they begin their apprenticeship, the requirement for the attainment of these qualifications is optional (effective from 11th February 2025). Employers may choose whether these qualifications are necessary, and further details regarding funding can be found in the latest funding rules.
Assessment methods
The assessment methods for the Customer Service Specialist apprenticeship consist of the following:
- Assessment method 1: Practical observation with questions and answers
- The practical observation is covered in one session which must occur in the apprentice’s workplace and is carried out face to face. The apprentice must be observed undertaking a range of day-to-day workplace activities. The observation must include questioning by the IEPA to clarify that knowledge and understanding is being applied by the apprentice.
- Assessment method 2: Work-based project supported by interview
- The apprentice must submit a written report on a project they have carried out to Gateway Qualifications at least two weeks before the interview date. The subject of the project report should cover specific high-level challenges (such as a complaint or difficult situation) that the apprentice has dealt with, explaining what it was, what actions (planning and execution) they took, what solutions were offered, details of any recommendations made to change a policy or process and any feedback from the customer. The interview must focus on the written project and any supporting annexes. The IEPA will ask the apprentice ten open-ended, competency-based questions.
- Assessment method 3: Professional discussion supported by a portfolio of evidence
- During the professional discussion, evidence from the on-programme portfolio of evidence will be used as a base to support the professional discussion. The portfolio of evidence will be produced during the on-programme period of the apprenticeship, and it should showcase the competence of the apprentice, demonstrating how they have learnt, and applied KSBs set out in the apprenticeship standard. The portfolio of evidence is not directly assessed. It underpins the professional discussion assessment method and therefore will not be assessed by Gateway Qualifications.
See the specification document for full details.
