Customer Service Specialist

Customer Service Specialist Level 3

The Customer Service Specialist programme provides those in a more senior and case management type role with the skills to be able to effectively manage the customer service experience across complex cases. We’ll provide you with the knowledge and skills required to be able to offer a quality service for your customers so that you become a true advocate of customer service for your organisation.

Customer Service Specialist


18 Months


Case Studies

About the programme

Our 18 month apprenticeship programme has been designed by a team of curriculum experts to create a high quality learning experience.

We’ve created a programme to equip you with the advanced skills and the confidence to consistently deliver the highest standard of customer service possible.

You’ll benefit from a blended learning model that gives you access to a wide range of different learning techniques and additional resources to deepen you’re knowledge and understanding of customer service and your role as a specialist.

Our expert staff are on hand and ready to ensure you have the knowledge, skills and behaviours for your job role, enabling you to provide a great customer experience. Whether this is managing complex cases or using data in an effective way to influence change and improve services, you’ll have the tools and know-how to competently perform your role.

By completing this apprenticeship you’ll also be eligible to join the Institute of Customer Service as an Individual member at Professional level.

Is the apprenticeship for you?

The Customer Service Specialist programme is for those individuals with the autonomy, experience and opportunity to apply more critical thinking as part of day-to-day tasks when working with customers. This is a more advanced and detailed programme than the Level 2 programme and requires you to demonstrate a deeper awareness and knowledge of products, services and solutions to problems.

You’ll be expected to be managing complex cases on an end to end basis, looking beyond just the issue of any complaints, but instead seeking to understand the customer needs better and evaluating the outcome.

Whether you’re working in a contact centre, retail, webchat, service industry or any customer service point, this apprenticeship will help you to become a true specialist.

You must achieve Level 2 English and Maths prior to taking the end point assessment. Our skilled and specialist staff are able to provide further information, guidance and support with English and maths training and help you to meet this requirement if you need it.

What you’ll learn

You’ll develop a deeper understanding of the role of customer service to effectively support your business and its customers with a great experience.

As part of the apprenticeship you’ll be learning and developing new ways of thinking and approaching different situations, understanding the root causes of problems, how to continually improve the service offer and the best ways to communicate with stakeholders.

All of the learning for the apprenticeship is focused on helping you to be a successful customer service professional with specialist knowledge and understanding. Learning topics include:

  • Business knowledge and understanding
  • Knowing your customers and their needs/ Customer Insight
  • How to deal with different types of customers
  • Providing a positive customer experience
  • Managing challenging and complicated situations.

How you’ll learn

Training for the programme is delivered on an individual 1-2-1 basis or in groups by our expert staff. We have created a flexible model to difference needs and circumstances of employers. Our 18 month blended learning programme typically includes:

  • Support from a dedicated Trainer
  • Classroom sessions (as a group)
  • Virtual 1-2-1 e-learning sessions
  • 1-2-1 Trainer visits
  • Formative Assessments
  • Regular progress Reviews
  • Assignments
  • Mentoring and coaching support
  • Information, Advice and Guidance
  • End point assessment preparation, including regular progress checks, support and gateway readiness checks so that you’re ready for the end assessment (observation, work based project and interview and professional discussion with a showcase of what you’ve learnt)

You will also record and track learning progress through the OneFile e-portfolio, helping to support and evidence your journey. OneFile is an industry leading and award winning online service which can be accessed 24/7 anywhere and through any device.

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