Customer Service Specialist
Level 3 Apprenticeship

A Level 3 apprenticeship focusing on improving all elements of customer service, care, and processes in customer-centric organisations


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Home > ApprenticeshipsCustomer Service > Customer Service Specialist Level 3

Introduction to the course 

This apprenticeship equips learners with the knowledge to deal with complex or demanding customer complaints, queries, or requests. Learners will develop a customer-centric approach in all of their processes, and will look to influence positive change in processes and overall customer service within the company. 

Learner outcomes 

This apprenticeship builds on the learner’s previous skills and knowledge in customer service, allowing them to adapt their communication at any level to achieve a positive outcome for customers externally and stakeholders internally. 

Apprentices will focus on honing their knowledge of the customer journey with a view to developing a deeper insight into their customers’ needs and wants. Individuals will work on the skills needed to provide a positive customer experience. 

The learners will cover some of the following during their apprenticeship: continuous improvement in a service environment; customer service culture and environment awareness; managing difficult situations, and delivering positive solutions. 


Learners will be assessed through on-programme learning and an externally marked End-Point Assessment. Apprentices will need to complete Level 2 English and Mathematics before taking their final assessment. 

A good fit for 

Those looking to progress their customer service skills into a specialist, focused support role. 

Future job roles 

  • Customer Service Manager 
  • Senior Customer Service Advisor 
  • Customer Services Coordinator 
  • Team Leader 

What’s next? 

Upon completing this apprenticeship, learners are eligible to join the Institute of Customer Service. An apprentice could further their career with a CMI Operations Manager Level 5 or Business and Professional Administration Level 4. 

Who is this apprenticeship for?

Whether you’re looking for your first role, or have some experience but want to top up your skills and competencies, then this course is for you. If you’re searching for a role, take a look at our vacancies.

For more information, get in touch with us below, or speak to our advisors on 0333 323 4050

Apprentice or Employer?


Qualification Level: 3
Employer: Wow Interiors Yorkshire
Location: Tickhill
Weekly Salary: £161.25
Possible Start Date: 13th September 2021


Qualification Level: 3
Employer: Derby Express Couriers Ltd
Location: Derby
Weekly Salary: £187.50
Possible Start Date: 13th September 2021


Qualification Level: 3
Employer: Orbit Services 2000 Limited
Location: Malton
Competitive salary
Possible Start Date: 20th October 2021