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Customer Service Specialist Apprenticeship

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.
18 months

As a customer service specialist, you are an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems.

As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environments including contact centres, retail, webchat, service industry, or any customer service point.

When does the course start?

We offer various start dates, please contact us for further information.

What does the course cover?

The course covers several different areas, which will build your knowledge, skills and behaviours. Below is an example of some of the topics you will cover:

  • Business knowledge and understanding
  • Customer journey knowledge
  • Customer service culture and environment awareness
  • Providing a positive customer experience
  • Working with your customers/customer insights
  • Ownership/responsibility
  • Team working
  • Equality

The course is completed through End Point Assessment which is covered through the following components: - observation, project report, and portfolio interview. This is carried out by an independent assessor from the awarding body.

When will I attend?

This is a work-based qualification so all the learning will be delivered in the workplace. 

You will have 6 weekly appointments with a Skills Development Coach – this is done through a mixture of face to face and Zoom/Skype/Microsoft Teams.

What will I achieve?

On successful completion, you will achieve Customer Service Specialist level 3 Advanced Apprenticeship


What are the entry requirements?

You must be employed in a customer service role.

You must have a GCSE grade 4/C or above or equivalent in English and maths.

How much does the course cost?

There is no fee for the learner. For information on costs to the employer, please contact us.