Level 3 Customer Service Specialist Apprenticeships

Subject Area: Course code: Course Type:
Business and Professional PD026E05/19/1 Apprenticeship

Course Information

This apprenticeship will enable you to be a ‘professional’ for direct customer support within all sectors and organisation types.

You will be an advocate of Customer Service and act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You will often be an escalation point for complicated or ongoing customer problems.


  • Level 3 Customer Service Specialist Apprenticeship
Course Content
  • You will be required to undertake and have an understanding of a number of different core skills, knowledge and behaviours in order to complete this apprenticeship. These include:

    Providing a positive customer experience
    Written and verbal communication skills
    How to handle complaints or pass them onto a manager
    Managing complex situations calmly and efficiently
    Understand the impact customer service has on an employer's reputation

    If you do not already hold level 2 functional skills in maths and English (GCSE grade 4 or C), you will need to achieve this level prior to taking the End Point Assessment.Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

    Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.
Entry Requirements
  • GCSE Grade 4 or C in maths and English or level 2 functional skills in maths and English.

    Entry is subject to a successful interview and you will undertake an initial assessment in maths and English regardless of previous qualifications. You must be working under a suitable and relevant contract of employment for a minimum of 30 hours a week. If you do not have an employer, we may be able to help you find one.
Next Steps
  • You will have the opportunity to progress on to a higher level apprenticeship standard or to continue working within the industry.
Career Opportunities
  • You could be employed in various types of working environments including contact centres, retail, webchat, service industry or any customer service point.

Dates & Fees

Dates & Times
Start date: End date: Start time: End time:
Throughout the Year Dependant on apprenticeship
Mode of attendance
Day of the week Number of sessions
Dependant on apprenticeship Dependant on apprenticeship
Course Fees

There are no course fees for eligible students. Students will also earn a full-time wage while they are working for their apprenticeship employer.
You will need access to a PC/laptop to develop your e-portfolio.

Materials Required

Notepad, Pen, Folder, Memory stick, any additional study materials such as textbooks.

What's next?

Is this course for you? Go ahead and book online now. If you'd like more information we are happy to answer any questions.