Customer Service Level 3 Skill Scan Assessment

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Skills scan: Notes and guidance

What is the skills scan?

The skills scan is used during your programme to:

assess your knowledge and experience throughout your programme journey
identify any training that you need to meet the relevant criteria
identify any new work areas that you need to get involved in as part of your role

When is it used?

It can be used at the beginning of your programme to:

identify any existing knowledge and experience that you already have at any time during your programme
review and update your progress at the end of your programme
to check that you are ready for your end-point assessment (EPA) and you have all the necessary evidence and knowledge for each component of the EPA

How should I complete it?

View the following pages and complete the details about you and your experience related to your programme.
Read each statement and decide if you have the knowledge, skills and behaviours (KSBs) to meet the requirement. Tick ‘yes’, ‘no’ or ‘not sure’ for each

If you tick ‘yes’: I have the knowledge/ I do not require any further training. You must provide examples of your knowledge and experience to support your decision and discuss your thoughts with your employer/training provider. There may be some aspects that you do not cover in your current role and you will need to be given opportunities to develop your knowledge and skills in these areas.

If you tick ‘no’: I don't have the knowledge/I require further training

If you tick ‘not sure’: I have some knowledge but would like further training

Business Knowledge and Understanding

‘yes’: I have the knowledge/ I do not require any further training
‘no’: I don't have the knowledge/I require further training
‘not sure’: I have some knowledge but would like further training

I can understand what continuous improvement means in a service environment and how recommendations for change impact my organisation *

Yes
No
Not Sure

I can understand the impact my service provision has on the wider organisation and the value it adds *

Yes
No
Not Sure

I can understand my organisation’s current business strategy in relation to customers and can I make recommendations for its future *

Yes
No
Not Sure

I can understand the principles and benefits of being able to think about the future when taking action or making service related decisions *

Yes
No
Not Sure

I can understand a range of leadership styles and apply them successfully in a customer service environment *

Yes
No
Not Sure

I can demonstrate a continuous improvement and future focused approach to customer service delivery including decision making and providing recommendations or advice *

Yes
No
Not Sure

I am able to resolve complex issues by being able to choose from and successfully apply a wide range of approaches *

Yes
No
Not Sure

I can demonstrate how to find solutions that meet your organisations needs as well as the customer requirements *

Yes
No
Not Sure

Examples of knowledge or experience of above *

Assessor Comments

This box is for internal use only

Customer Journey Knowledge

‘yes’: I have the knowledge/ I do not require any further training
‘no’: I don't have the knowledge/I require further training
‘not sure’: I have some knowledge but would like further training

I can understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience *

Yes
No
Not Sure

I can understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention sometimes need referral or escalation for specialist attention *

Yes
No
Not Sure

I can understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisationuals. *

Yes
No
Not Sure

I can understand commercial factors and authority limits for delivering the required customer experience *

Yes
No
Not Sure

I can through advanced questioning, listening and summarising negotiate mutually beneficial outcomes *

Yes
No
Not Sure

I can manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy *

Yes
No
Not Sure

I can use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps *

Yes
No
Not Sure

I can explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction *

Yes
No
Not Sure

I can demonstrate a cost conscious mind-set when meeting customer and the business needs *

Yes
No
Not Sure

I can identify where highs and lows of the customer journey produce a range of emotions in the customer *

Yes
No
Not Sure

I can use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format *

Yes
No
Not Sure

Examples of knowledge or experience of above *

Assessor Comments

This box is for internal use only

Knowing your customers and their needs/ Customer Insight

‘yes’: I have the knowledge/ I do not require any further training
‘no’: I don't have the knowledge/I require further training
‘not sure’: I have some knowledge but would like further training

I know my internal and external customers and how their behaviour may require different approaches *

Yes
No
Not Sure

I can understand, analyse, use and present a range of information to provide customer insight. *

Yes
No
Not Sure

I understand what drives loyalty, retention and satisfaction and how they impact on my organisation *

Yes
No
Not Sure

I understand different customer types and the role of emotions in bringing about a successful outcome *

Yes
No
Not Sure

I understand how customer expectations can differ between cultures, ages and social profiles *

Yes
No
Not Sure

I can proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it *

Yes
No
Not Sure

I can analyse customer types, to identify or anticipate their potential needs and expectations when providing a service *

Yes
No
Not Sure

I can maintain a positive relationship even when I am unable to deliver the customer’s expected outcome *

Yes
No
Not Sure

When managing referrals or escalations I can take into account historical interactions and challenges to determine next steps *

Yes
No
Not Sure

Examples of knowledge or experience of above *

Assessor Comments

This box is for internal use only

Customer service culture and environment awareness

‘yes’: I have the knowledge/ I do not require any further training
‘no’: I don't have the knowledge/I require further training
‘not sure’: I have some knowledge but would like further training

I can keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how I deliver for customers *

Yes
No
Not Sure

I can understand my business environment and culture and the position of customer service within it *

Yes
No
Not Sure

I can understand my organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong *

Yes
No
Not Sure

I understand how to find and use industry best practice to enhance my own knowledge *

Yes
No
Not Sure

I can analyse the end to end service experience, seeking input from others where required, supporting development of solutions *

Yes
No
Not Sure

I can make recommendations based on my findings to enable improvement *

Yes
No
Not Sure

I can make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice *

Yes
No
Not Sure

Examples of knowledge or experience of above *

Assessor Comments

This box is for internal use only

Behaviours

‘yes’: I have the knowledge/ I do not require any further training
‘no’: I don't have the knowledge/I require further training
‘not sure’: I have some knowledge but would like further training

I can keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how I deliver for customers *

Yes
No
Not Sure

I can understand my business environment and culture and the position of customer service within it *

Yes
No
Not Sure

I can understand my organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong *

Yes
No
Not Sure

I understand how to find and use industry best practice to enhance my own knowledge *

Yes
No
Not Sure

Examples of knowledge or experience of above *

Assessor Comments

This box is for internal use only

Declaration

If you agree to the statements below, please tick them. *

I hereby declare that the details entered above are true and correct to the best of my knowledge and belief, and I undertake to inform you of any changes therein immediately.
I (the delegate) authorise Discovery to access my PLR through the Learning Record Service

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