Customer Service Specialist

This programme develops the advanced customer service and problem-solving skills needed to manage complex queries and support service excellence. Perfect for professionals ready to take their customer service career to the next level.

Course Summary

The Level 3 Customer Service Specialist apprenticeship is designed for individuals who act as a key point of contact for complex customer enquiries, complaints and service issues. These professionals work across a variety of sectors and settings including contact centres, retail, hospitality, webchat, and service desks.

Customer Service Specialists support both internal teams and external clients by delivering expert-level customer care, sharing product knowledge, and resolving escalated issues. They analyse customer feedback, monitor behaviour and identify opportunities for service improvements that drive loyalty and satisfaction.

In this role, apprentices will learn how to evaluate customer journeys, use IT systems effectively and make recommendations that contribute to continuous improvement. They will also understand the importance of compliance and best practice in delivering high-quality service.

For a full list of the knowledge, skills and behaviours covered, please visit the Institute for Apprenticeships website.

Learner Journey

Over a 14-month programme, apprentices will develop the skills, knowledge and behaviours required to succeed in an advanced customer service role. Delivery includes weekly online sessions and quarterly face-to-face visits, with personalised support from a dedicated tutor throughout the programme.

Learners will have access to a comprehensive library of online learning materials to support their weekly off-the-job training. The programme includes classroom sessions, mentoring, off-site visits and real-world experience within the learner’s organisation.

At least 20 per cent of the apprenticeship must be completed as off-the-job training. These hours must be logged and evidenced with expectations confirmed during enrolment.

Assessment & Certification

Once learners have completed their training and reached Gateway they move on to the End-Point Assessment which takes place over a three-month period. This includes a panel interview, a presentation with questions and answers and a practical observation. Learners who successfully complete the programme will achieve the Level 3 Customer Service Specialist apprenticeship standard, a nationally recognised qualification that supports progression into senior customer service or team leader roles.

Learner Eligibility

Information for Employers

This course can be funded via either Levy or Non-Levy. Information is below.

Levy Employers

Organisations with an annual payroll over £3 million pay into the apprenticeship levy
The full £4,000 can be covered using the levy
Payment is made through your Digital Apprenticeship Service (DAS) account
No additional cost unless levy funds are exhausted