Customer Service Specialist

The practical observation is a 60-minute (+/-10%) observation of the apprentice in their normal workplace performing a range of day-to-day activities in order to demonstrate their knowledge, skills and behaviours. During the observation, the apprentice should be able to move from one area or function of the business to another when necessary, in order to best demonstrate their skills in a realistic work environment.

The apprentice must submit a 2,500-word report on a project they have carried out. The topic of the project must be agreed upon at the assessment planning meeting and carried out across the following two months.

The project should cover a specific high-level challenge (such as a complaint or difficult situation) that the apprentice has dealt with. They should explain what it was, what actions (planning and execution) they took, what solutions were offered and details of any recommendations made to change a policy or process and any feedback from the customer.

The interview takes place at least two weeks after the project submission date. It lasts 60 minutes (+/-10%) and the apprentice will be asked ten competency-based questions.

The professional discussion lasts 60 minutes (+/-10%) and questions are structured around the portfolio of evidence, which the apprentice submits at gateway.

The portfolio is made up of between 10 and 15 pieces of evidence, which can include witness statements, customer feedback, and management feedback. The portfolio itself is not directly assessed, but a good portfolio is essential for a successful professional discussion.