Customer Service Specialist
Version 1.1 – TQUK Level 3 End-Point Assessment for ST0071 Customer Service Specialist (603/3830/1)
Funding: £4,000
Duration: 15 months
Level: 3
Number: ST0071
LARS Number: 278
Version: 1.1
See Versions 1.0 | 1.1
A Customer Service Specialist has to be a real people person to excel. While they may not always be at the front line of customer service, they must be on hand to deal with support and solve complex or technical queries when they arise. Proactivity is a must in this role, which also focuses on gathering and analysing customer information in order to anticipate issues and influence improvements in service. Whether it's via contact centres, retail, or webchat, Customer Service Specialists are there to deliver truly memorable customer experiences.
End-Point Assessment Components
To complete their End-Point Assessment, Customer Service Specialist apprentices must achieve a pass or distinction in the following three components.
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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.
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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.
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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.
Why TQUK?
Assessment planning meetings for all apprentices
Results released within an average of 2 working days
Assessors make contact within 5 working days
Gateway submission reviewed within 24 hours
Assessor assigned after 24 hours of acceptance
Average gateway-to-completion of 6 weeks*
*unless otherwise stipulated by the assessment plan 
