Customer Service Specialist Apprenticeship (Level 3)

An apprenticeship is a real job with an accompanying skills development programme. It is a way to earn and learn, gaining valuable skills, knowledge and behaviours whilst in a specific job role.

The main purpose of a customer service specialist is to be a professional for direct customer support within all sectors and organisation types. An advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. Responsibilities may include sharing knowledge with the wider team, gathering and analysing data and customer information that influences change and improvements in service.

Knowledge, skills and behaviour

• Continuous improvement in a service environment

• End-to-end customer experience

• Customer insight

• Customer service culture and environment awareness.

Typical job roles  

• Customer Service Manager

• Senior Customer Service Advisor

• Sales Executive

Completion and certification

Upon successful completion of the end point assessment, the apprentice will have fully demonstrated their competence in the subject area and be awarded with their apprenticeship certificates at either a pass or distinction.

End point assessment

Apprentices will be assessed via an independent end point assessment organisation (EPAO) to confirm competence. This will be arranged in advance and will consist of:

• Practical observation and Q&A

• Work-based project and interview

• Professional discussion on evidence portfolio.

Progression opportunities

Discussions will take place with all apprentices to help them plan the next steps on their career path. Completion of the apprenticeship can help progression to higher levels of apprenticeships, further training or promotion and businesses will benefit from high performing staff.