Customer Service Specialist

Apprenticeship Level 3

Apprenticeship programmes

Customer Service Specialist Apprenticeship

Designed for those in senior customer service roles

Our Level 3 Customer Service Specialist programme is suitable for senior internal or external customer facing staff. Giving them the skills and knowledge needed to provide direct customer support across a wide range of sectors and organisations.

Key responsibilities are likely to include being a referral or escalation point for more complex or technical customer requests; queries and complaints; gathering and analysing data such as customer information to help influence necessary changes and improvements to service.

Course breakdown

Overview of programme

Listed are examples of what the Customer Service Specialist Apprenticeship may include.

The Customer Service Certificate, if chosen as part of the Apprenticeship programme will compliment and support the development of knowledge, skills and behaviours in the workplace.

Understanding and adhering

to organisational legal, regulatory and ethical requirements

Forecast customer demands

Meet Deadlines

To ensure the supply chain is running efficiently and managing unexpected demands


large amounts of data to identify key trends and themes


with everyday problem-solving activities where small process improvements can have a significant improvement on the rest of the supply chain

Principles of personal responsibilities

and how to develop and evaluate own performance at work

Customer Service Specialist Apprenticeship

On the job skills

That pay back

By completing the Level 3 Customer Service Specialist Apprenticeship, you will be developing a specific skill set and gaining the knowledge needed to succeed in the programme and job role. 

Here is a selection of some of the skills, knowledge and behaviours the Apprentice will acquire when completing the Apprenticeship.

Download our programme to find the full list and more information about this Apprenticeship.

Skills gained

Behaviours developed

Key Information

Duration of Programme: 15 Months (+ End Point Assessment)

Programme Value: £4,000 (funded by Levy or Government funding depending on company size)

Qualifications Gained: L3 Customer Service Specialist Apprenticeship, L3 Certificate in Customer Services, L2 Functional Skill maths and English (unless exempt with recognised prior learning)

To find out more about the Level 3 Customer Service Specialist Apprenticeship, you can download our programme PDF.

You can find out more information on Apprenticeship Standards on the Institute for Apprenticeships & Technical Education website.