Customer Service Specialist Apprenticeship

Level 3 Advanced Apprenticeship Standard

a woman serving a customer at a till

Overview

The main purpose of a Customer Service Specialist is to be a “professional” for direct customer support. In this role, you’ll train to be an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries.

You’ll be an escalation point for complicated or ongoing customer problems and as a developing expert in your organisation’s products and/or services, you’ll share knowledge with your wider team and colleagues. You’ll gather and analyse data and customer information that influences change and improvements in service.

You’ll use both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This role could be carried out in many types of environments, including contact centres, retail, webchat, service industry or any customer service point.

How to apply

Contact us

Our expectation is that all Apprentices should already possess English and Mathematics to a GCSE grade C/4 or equivalent. However, we will consider applicants without these grades subject to an initial assessment with one of the Apprenticeship Team.

A fully work-based Apprenticeship. Full delivery of the Apprenticeship takes place with your Apprenticeship Assessor visiting you and your Mentor in your place of work on a monthly basis.

Typical Course Duration: 15 months & 1-3 months End Point Assessment period.

Apprentices can be taught via classroom delivery, work-based learning/assessment and vocational “on and off the job training”. This is always dependent on the course, the preferences of the business and the wishes of the learner.

Practical observation in the workplace, professional discussion on your portfolio and a work-based project presentation.

Completion of this Apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level with technical skills. You could also progress onto a Leadership and Management programme.

Opportunities may exist to gain professional accreditation in your chosen field post completion of the qualification. Your Assessor will support you with information on gaining professional accreditation. 

As we work with Apprentices that are already employed, if you attend our day release programmes you will mix with a diverse range of businesses with Apprentices in the same sector.


Everyone at the College was really helpful, and there’s lots of facilities, meaning it’s very easy to get your work done on time, and get good grades. The teaching and support was excellent, they were always on top of it, and made sure you got work done on time and you were challenged. Everyone is friendly and its really diverse, meaning you can get involved in lots of different things.

Conor Ward, BTEC student

I got into both of the universities I wanted to. It happens so fast and it’s an amazing feeling when you think that all of the work you’ve done has paid off in the best way possible.

Anton Sukhorukov, A Level student

“I owe the staff a lot and I wouldn't be where I am today without them.”

Tom Andrews, A Level Student