Intec provides a full range of services to support you in developing your team. Whether you're bringing in a new apprentice, enhancing the skills of your current staff, or taking the next step in your own career, we're here to help every step of the way.
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Our programmes have been selected with you in mind and are designed to bridge skills gaps, quickly develop in-demand skills and help learners build foundational knowledge and build organisation's long-term capabilities.
Stay up-to-date with the latest apprenticeship news, gain valuable learning insights, and explore inspiring learner stories. Discover how our programmes are making a real difference, helping individuals and organisations succeed.
We want to empower every individual to unlock their potential through high-impact career development, and we have been bringing this vision to life for the past 40 years by delivering flexible, high-quality learning experiences.
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Customer Service Specialist
Customer Service
Customer Service Specialist is a Level 3 programme that has been developed for those working in senior customer service roles, delivering high-quality customer care, these specialists may act as a point of escalation when dealing with complaints.
Programme Description
The Customer Service Specialist programme is designed for experienced customer service professionals who want to deliver outstanding experiences and drive service excellence within their organisations.
Building on a strong foundation of existing customer service knowledge, the programme helps learners to develop advanced skills and behaviours to tackle complex queries and form strong customer relationships. Throughout the programme, learners will gather evidence of how they’ve applied their learning, which they can use to support their End Point Assessment (EPA).
The goal is to develop confident and proactive specialists who can handle challenging situations and continuously find ways to enhance their business’s service standards.
Programme
Customer Service Specialist Level 3
Programme Duration
16 Months + 3 Months for EPA
Start Date
This programme has rolling start dates, so you can learn at a pace that suits you.
Price
£4000
Awarding Body
Highfield Assessments
We offer flexible delivery options for this programme with rolling start dates so you can enrol and learn at a time that works best for you.
- Hybrid
- Face-to-face
- Remote learning
The programme can be delivered one-to-one, or if an employer has multiple learners, we can provide a closed cohort approach with monthly or quarterly groups, while still offering individual support.
Learners will meet with their tutor once a month for the knowledge-based part of the programme. Between sessions, assignments will be set and completed through our online platform, Smart Assessor. Every 12 weeks a progress review will take place, which line managers should attend, to discuss progress on programme.
Learners must be able to commit to the programme, have the support of your employer and your job role must align with programme requirements to demonstrate the competencies needed to pass the End Point Assessment.
Employers enrolling learners can set their own entry criteria but to be eligible for funding learners must:
- Have been a UK resident for 3+ years or be part of an EU Settlement Scheme, spending at least 50% of time working in England.
- Hold a contract of employment and work at least 16 hours per week.
- Not be enrolled in another government funded programme.
- Have achieved Level 2 or equivalent (grade 4+ at GCSE) in English and maths before they are put forward to End Point Assessment. If this has not been achieved, we are able to offer this as part of the apprenticeship.
After the learning phase is completed, the learner, employer, and Intec will meet to determine if you are ready to proceed to the End Point Assessment (EPA). The EPA, conducted by an external End Point Assessment Organisation (EPAO), will evaluate whether you have demonstrated the necessary knowledge, skills, and behaviours to meet the required standards. Learners can achieve a Pass or Distinction based on their performance.
The EPA has three parts:
| Duration | Details | Weighting | |
| Work-based Project & Interview | 60 minutes | The project will demonstrate the learning gained on programme and is supported by an interview. | 65% |
| Practical Observation with Q&A | 60 minutes | Takes place in the learners place of work. | 20% |
| Professional Discussion | 60 minutes | This discussion is an opportunity for the assessor to clarify any questions and demonstrate further knowledge. | 15% |
Professional Links: Once complete learners can apply to become a Specialist member of the Insititute of Customer Service.
Progression: Depending on your job role, learners may want to consider progressing onto the Team Leader Supervisor or Improvement Technician programme.
Key Learning Aims
By the end of the programme, learners will have gained the knowledge, skills, and behaviours needed to show competence, build confidence, and apply best practices in their role.
Organisational & External Environment
Mission & Strategy
Developing Self
Career Development
Legislation & Compliance
Brand Image & Reputation
Customer Journeys
Specialist Customer Service
Team Roles & Leadership
Project Management
Customer Feedback & Service Improvement
Learner Experience
Delivered by Expert Tutors
Career Advice & Support
Mock End Point Assessment
Monthly Learner Newsletter
Specialist Functional Skills Tutor
Access to Up-to-Date Programme Resources
Benefit from Industry Links & Partnerships
Regular Opportunities for Feedback
Employer Experience
Dedicated Account Management & Support
Learner Progress Tracking & Reporting
Support for Promoting Programmes to Your Team
Assistance with Digital Apprenticeship Service
Apprentice Awards & Learner Celebrations
Levy & Funding Advice and Guidance
Industry & Sector Insights & Updates
Opportunities for Regular Feedback
Apprenticeship Levy
At Intec, we work closely with our Levy-paying clients to help them invest in their people, ensuring Levy funds are used to support valuable training and development. We’re here to help you do the same, so you can grow and develop your team using the money in your Levy pot.
Get in touch
Call us on: 0808 100 1155
Results That Speak For Themselves
99%
End Point Assessment Pass Rate
60%
Achieve a Distinction
97%
of Learners Recommend Us
97%
of Employers Recommend Us