Customer Service Specialist

Office based roles
Level 3
15 Months

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point

Who is this suitable for?

This course is designed for both new apprentices working within a customer service role or for existing employees to upskill, gain recognition and support a multi-skilled workforce. No prior experience is necessary.

What will apprentices learn?

This programme will cover the following subject areas:

  • Business Knowledge and Understanding
  • Customer Journey
  • Knowing your Customers/Customer Insight
  • Customer Service Culture and Environment Awareness
  • Business Focused Service Delivery
  • Providing a Positive Customer Experience
  • Customer Service Performance and Service Improvement
  • Team Working

End Point Assessment

  • Practical Observation with Q&A
  • Work-Based Project supported by an Interview
  • Professional Discussion support by the portfolio
  • You will be required to have or achieve level 2 English and maths tests prior to completion of your Apprenticeship.


Completing this qualification will support progression to Level 3/4 qualifications including:

  • Level 3 Team Leader/Supervisor Apprenticeship Standard
  • Level 4 Sales Executive Apprenticeship Standard

Professional Recognition

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

For more information download the course information sheet or request a call back and we will get back to you.

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year established2005year established
number of clients314number of clients
apprentices on programmes274apprentices on programmes
NVQ learners on programmes369NVQ learners on programmes

Any Questions?

For all enquiries, please do not hesitate to get in touch and we’ll be happy to help:

European Social Fund Matrix Education & Skills Funding Agency Serco