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Level 3 Customer Service Specialist

Customer, product and service expert

Customer service specialist apprenticeship standard

This level 3 apprenticeship training programme develops advanced skills and hones knowledge and behaviours to be an expert in the organisation’s products and services. You will be a referral point who provides specialist information which supports sales, customer service and complaints teams in achieving key objectives.

After completion of this programme, you can join the Institute of Customer Service as an individual member at professional level.

You can then progress onto either our Level 3 Team Leader/Supervisor or Level 5 Operations/Departmental Manager apprenticeship programmes.

Your apprenticeship journey

Months 1 to 4

Programme introduction and expectations
Leadership styles
Teamwork and interpersonal skills
The customer journey

Months 5 to 10

Customer service culture
Managing customer service performance
Managing complex challenges and collaboration
Decision-making skills and continuous improvement

Months 11 to 18

Business-focussed service delivery
Project management and strategy
Emotional intelligence and resilience
Preparation for your end-point assessment (EPA)


Things to consider

Entry requirements

You must have been a UK, EEA, or EU resident for at least the past three years to undertake this training programme.

In addition, you must be able to commit to the full length of the programme and be able to meet the programme modules through your job role.

If you do not have a level 2 or equivalent in Maths and English, you will be required to work towards achieving these qualifications as part of your apprenticeship.

How will you learn?

Over the duration of 18 months, you will receive a combination of face-to-face and online training and support.

You will undertake an online assessment that will help us to understand your learning style and needs, then we will tailor your learning experience accordingly.

We ensure that you stay on track to complete your programme on time by managing your progress through our state-of-the-art e-portfolio system, Smart Assessor.

At the end of your programme, your learnt knowledge, skills and behaviours will be assessed by an independent assessor in your end-point assessment (EPA).

Off-the-job training

As part of the apprenticeship, alongside your job role, 20% of your time in work must be dedicated to improving new skills.

You will undertake an online assessment that will help us to understand your learning style and needs, then we will tailor your learning experience accordingly.

This can be any time devoted to learning and improving new skills without interruption.

Make an impact

We’re all about making an impact, be that individuals making an impact through their day-to-day work, or by organisations making their impact on our economy.

As a national training provider, we make this impact throughout the UK, with expertise in childcare, healthcare, clinical and business skills apprenticeships.

For more information, complete the form below, call us on 01753 596 004, or email us.

Level 3 Customer Service Specialist
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