Customer Service Specialist
- Level 3
- Ofqual Regulated
- 14 Month Programme
- 3 Month EPA Period
- Remote Delivery
- Bi-Weekly Online Sessions
- Industry Specialist Tutor
Course Summary
Purpose
The Level 3 Customer Service Specialist apprenticeship develops the skills and behaviours needed to deliver high quality service in any customer-facing role. It ensures learners can build lasting customer relationships and solve problems effectively, while giving employers team members who enhance reputation and strengthen client loyalty.
Course Overview
The programme covers every aspect of advanced customer service including communication, problem-solving, service improvement and understanding customer needs. Learning blends workplace practice with structured training, making it ideal for staff who are the first point of contact with customers and clients.
Key Features
- Builds advanced communication and listening skills
- Develops problem-solving and decision-making ability
- Introduces project management techniques to support business growth
- Strengthens confidence in handling challenging situations
Who is it for?
This apprenticeship is suited to individuals in customer-facing roles who are ready to move beyond entry level and take on greater responsibility. Typical job titles include: Customer Service Specialist, Customer Service Executive, Contact Centre Specialist, or Frontline Service Advisor.
- Customer Service Specialist
- Customer Service Executive
- Contact Centre Specialist
- Service Advisor
Benefits for Learners
Learners will gain the confidence and skills to manage complex customer interactions, identify solutions, and contribute to service improvements. Completion supports career progression into senior customer service, sales or team leader roles.
Benefits for Employers
Employers benefit from skilled staff who can handle complex queries with professionalism, enhance customer loyalty, and drive improvements in service quality across the organisation.
Entry Requirements
- 16 or over and not in full-time education
- Employed in a relevant role
- Be working a minimum of 30 hours per week
- Have the right to work in the UK
Functional Skills
All apprentices are required to have a minimum of Level 2 in English and Maths.
If you already hold GCSEs at grade C/4 or higher in these subjects, you will not need to complete any additional qualifications. If you have not yet achieved these grades, you will be supported to work towards Functional Skills in English and/or Maths as part of your apprenticeship.
Learning is built into your apprenticeship and our team will provide the guidance and resources you need to achieve the required level.
Career Progression
Every apprenticeship at Educationwise is designed with clear next steps in mind. Learners can progress from entry-level roles through to specialist and managerial positions, depending on their chosen pathway.
You can view the full progression routes for this programme in our Career Progression PDF, which highlights how each qualification links to further development opportunities.
Curriculum
| Module | Months | Topic |
|---|---|---|
| 1 | 1–2 | Learning Launch |
| 2 | 2–4 | Understanding and Improving the Customer Journey |
| 3 | 4–6 | Using Customer Insight to Provide a Positive Customer Experience |
| 4 | 6–8 | Working with Customers to Meet Their Needs |
| 5 | 8–10 | Understanding Customer Service Culture |
| 6 | 10–12 | Understanding Customer Service Performance and Improvement |
| 7 | 14 | Progression and Preparation |
Assessment
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.
Funding For Employers
Levy
- If your organisation has an annual wage bill of over £3 million, you will pay the apprenticeship levy (0.5% of your payroll).
- Levy funds are collected through your HMRC account and can be used to cover the full cost of apprenticeship training and assessment.
- Funds expire after 24 months if not used.
Non-Levy
- If your organisation has a wage bill of under £3 million, you will only contribute 5% of the training costs for each apprentice.
- The government funds the remaining 95%.
- For employers with fewer than 50 staff, apprentices aged 16–18 (or 19–24 with an Education, Health & Care Plan) are 100% government funded.
Additional Information
- Employers may also be eligible for incentive payments for hiring younger apprentices.
- Our team will guide you through the process of setting up a digital apprenticeship service (DAS) account and securing funding.
Expression of Interest
Contact Us
- info@education-wise.org
- 01173 790 450
- Mon-Fri 9:00AM - 5:00PM