A temporary dispensation has been applied to the ST0071 end-point assessment plan for apprentices who are re-sitting or re-taking only the observation element of the now-retired version 1.0 EPA. The dispensation will last from 20/03/24 to 31/10/24.
End-point assessment organisations (EPAOs) delivering EPAs for the apprenticeship will implement the dispensation as required, supported and monitored by the relevant EQA provider.
The key changes are:
Apprentices who have failed only the observation assessment method prior to the adjustment being implemented, on the now-retired version 1.0 EPA and are re-sitting or re-taking only the observation method on version 1.1 of the EPA, will be permitted 15 minutes of questioning following their observation re-sit or re-take to meet the criteria “resolve complex issues by being able to choose from and successfully apply a wide range of approaches”
A temporary dispensation has been applied to the ST0071 V1.1 end point assessment plan for this apprenticeship. The dispensation will remain live until the 1 apprentice identified in the dispensation request has completed their EPA, including any resits and retakes, when it will then be withdrawn. The end-point assessment organisation (EPAO) delivering the EPA for the 1 apprentice will implement the dispensation as agreed by IfATE, supported and monitored by the relevant EQA provider (EQAP).
The key changes are:
The apprentice identified will be allowed to conduct a simulated observation in place of the practical observation assessment method.
The dispensation applies to the agreed apprentice only. EPAOs must contact IfATE for each individual case. If your organisation is planning delivery of this EPA, you should follow the requirements as detailed in the plan as the dispensation is intended to support a specific apprentice.
Please contact the Institute for Apprenticeships and Technical Education via enquiries.ifa@education.gov.uk should you require any further clarity.
Dealing with customer queries, purchases and complaints.
Role / Occupation: Customer Service Specialist
Overview: 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.
Business Knowledge and Understanding
Customer Journey knowledge
Knowing your customers and their needs/ Customer Insight
Customer service culture and environment awareness
Business-focused service delivery
Providing a positive customer experience
- Providing a positive customer experience (cont.)
Working with your customers / customer insights
Customer service performance
Service improvement
Develop self
Ownership/ Responsibility
Team working
Equality
Presentation
Duration:
The apprenticeship will take typically 15 months to complete depending on experience.
Entry Requirements:
Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.
Link to professional registration:
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.
Level: Level 3.
Review: The apprenticeship should be reviewed after a maximum of 3 years.
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