WHAT WILL I LEARN?
HOW WILL I LEARN?
You will work towards pass/merit/distinction. Differentiation may be achieved through a wide variety of assessment methods with promotion of your own choice. You will be completing learning style questionnaires to support you to match learning opportunities with your preferred method. This is designed to make learning easier, more effective and more engaging.
Apprenticeship Trainers will adapt accordingly. Activities have been designed to stretch and challenge your learning. Specific training will be provided on command verbs to ensure you cover standards to the appropriate depth and breadth.
20% off-the-job training is anything that can help you gain new knowledge, skills and behaviours in your role. This programme is 18 months in duration, therefore a minimum of621 hours of off-the-job training is required.
Examples of off-the-job training:
- Teaching and learning sessions with dedicated trainer
- Self-study (time spent working on assessments/assignments)
- Training on a new process or procedure
- Team training and meetings
- Visiting other companies
END-POINT ASSESSMENT (EPA)
The EPA will test the entire programme:
- Technical competencies
- Technical knowledge and understanding
- Underpinning skills, attitudes and behaviours
There's three sets of criteria on which the assessment and grading is made. The what, the how and the with whom.
Completion of this apprenticeship will lead you to be eligible 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.
To view Knowledge, Skills and Behaviours for this apprenticeship visit: Customer Service Specialist Level 3 - Institute of Apprenticeships
Those with an annual wage bill of less than £3m do not pay the Apprenticeship Levy. Instead, 95% of each apprenticeship is funded by the government whilst a 5% investment is required by the employer to enhance the skills of their employee.
- Employers are also be eligible for a £1000 incentive payment if the apprentice is aged 16 – 18.
- Employers with less than 50 employees and where the apprentice is aged 16 – 18, the government will fund 100% of the apprentice and are eligible for a £1000 incentive payment.
- Employers with those aged 19+ the government will continue to fund 95% of the apprenticeship programme whilst a 5% investment is required by the employer.
Businesses can manage this through the Apprenticeship Service online account.
For more information and guidance on this service then please get in touch with our team, who can give you further information.