Customer Service Specialist Apprenticeship

Level 3

Remote Learning

15 Months

LEVEL 3 APPRENTICESHIP 

15 MONTHS | REMOTE LEARNING


Overview of the role

The main purpose of a customer service specialist is to be a professional for direct customer support within all sectors and organisation types. You are an advocate, 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 environment including contact centres, retail, webchat, service industry or any customer service point.

New or existing employees

The apprenticeship is suitable for those looking to develop their skills, whether they are a new employee wanting to learn and progress, or existing employees looking to retrain or upskill within their industry.


Business benefits

  • Training tailored to your business needs
  • Reduced training costs 
  • Boost employee morale and productivity
  • Give you the competitive edge 
  • Improve profits 
  • Future-proof your business

Learner benefits

  • Free nationally recognised qualification
  • Earn whilst you learn
  • Alternative to university 
  • Gain practical and relevant experience
  • Fast-track to a career

Apprenticeship delivery

The apprenticeship will be delivered via a blended approach which will include workplace coaching and online bite-sized training with distanced support. This will include:

  • Development of the learner’s knowledge, skills, behaviours relevant to the job role
  • Level 2 functional skills where appropriate
  • End-point assessment preparation

This is when the individual will learn the skills, knowledge and behaviours which will support them for their end-point assessment. The apprentice will undertake a combination of activities, such as group and individual learning-based sessions, specialised mentoring, shadowing, bespoke resources and off-site visits in order to support their learning and development.

After 15 months teaching and learning, you, your training provider and the learner will review the learners journey and decide whether it is the right time for the on-programme assessment.

This is when the learner will need to demonstrate they have learned the required knowledge, skills and behaviours, through a scenario-based knowledge test, a competency-based interview, an evidence-based portfolio and a professional discussion relating to the evidence of competence and achievement in the apprentice role.