Leadership Styles | Customer Services Specialist Level 3 | EPA | New Standards

Customer Services Specialist Level 3 - New Standards - Apprenticeship

■■ research different leadership styles and identify your own preferred style
■■ plan to improve your leadership skills
■■ describe the effects of different leadership styles
■■ complete four case studies.

Business strategy
customer service providion
recommending change
business environment
decision making
leadership styles
communicating the organisation's brand
customer feedback
customer segmentation
maintainins positive relationships
personal development
team working
personal attitude
customer experience
resolving customer issues
managing referrals and escalations
analysing, using and presenting information
customer loyalty, retention and saisfaction
cotninous improvement
help customers make choices
legislation and regulation

Customer Services Level 2
Understanding the organisation
Meeting regulations and legislation
Your role and responsibility
Systems and resources
Product and service knowledge
Knowing your customers
Customer experience
Communication
Interpersonal Skills
Influencing skills
Personal presentation

Organization
Organize



Business Administrator Level 3

The Portfolio-based Interview is a planned discussion between the apprentice and the Independent End-point Assessor supported by the apprentice’s portfolio of workbased evidence. The interview assesses:
• understanding of their portfolio to validate competence shown
• self-reflection of performance, demonstrating knowledge and how appropriate skills and behaviours have been applied
• judgement and understanding to explain appropriate examples.
The Portfolio-based Interview will assess the following knowledge, skills and behaviours (KSBs) outlined in the Apprenticeship Standard, in line with the Assessment Plan requirements.

The Project Presentation involves apprentices delivering a presentation to the Independent End-point Assessor (IEA) based on a project they have completed. The presentation is followed by a 10-15 minutes question and answer session.

The purpose of the Project Presentation is to assess apprentices’ knowledge and skills related to planning and managing a project.

The Project Presentation will assess the following knowledge and skills outlined in the Apprenticeship Standard, in line with the Assessment Plan requirements.

The organisation
Value of their skills
Stakeholders
Relevant Legislation
Policies
External Environmental Factors
Business Fundamentals
Decision Making
Professionalism
Personal Qualities
Managing Performance
Adaptability
Responsibility
IT
Record and Document Production
Interpersonal Skills
Communication
Coaching
Motivating
Champion
Challenge Managers and Peers
Social Media
Equality and Diversity
Quality
Planning and Organisation
Logistics
Managing Resources
Stationery
Travel and Accommodation
Taking minutes
Prioritise work
Meetings
Stock control
Delivery
Orders
Portfolio based interview
Portfolio of Evidence
Work based project
End point assessment
EPA

Business administrator level 3
Bus Admin level 3
New Standards
Standards
Customer Services
Level 2 and 3
CSL3
CSL2
BAL3