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Customer Service



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.

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The programme in brief

Level 3 Customer Service Specialist Apprenticeship Standard

Duration - 15 months & 3 months End-Point-Assessment

Blended approach to delivery which could include webinars, face-to-face, Skype, telephone and online learning

Level 2 Functional Skills where appropriate

Non-levy employer contribution (5%) - £200 

Levy paying employer contribution - £4000

About the course

Our apprenticeship programme has been designed by a team of curriculum experts to create a high-quality learning experience. We have created a programme to equip you with the advanced skills and the confidence to consistently deliver the highest standard of customer service possible

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 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 environment including contact centres, retail, webchat, service industry or any customer service point.

Is this course right 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 manage 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.

Ideal for working in a wide range of environments including:

  • contact centres

  • retail

  • webchat

  • service industry

  • or at any customer service point within an organisation.

What you will learn

You’ll learn how to confidently analyse data and customer information to influence change and improvements in the service.

You will understand the complexities of the customer journey, and become an expert on the products, services and procedures to benefit the success of the business and your team.

This apprenticeship covers the professional behaviours, knowledge and skills that are required of a Customer Service Specialist. Some of these include:

  • Business knowledge and understanding

  • Customer journey knowledge

  • Knowing your customers and their needs

  • customer service culture and environment awareness

  • Providing positive customer experience

  • Working with your customers

  • Service improvement

  • Ownership / responsibility

How will I learn?

Our sector expert staff will support you to achieve the apprenticeship. We have highly skilled and knowledgeable staff with significant experience of working in the industry who will be able to share their experiences and support you.

We deliver the programme throughout the year providing you with the flexibility to start the apprenticeship when it meets your needs. All learning is either on a 1-2-1 basis or small group webinars so you have the best experience possible with sector experts.

We have designed a flexible programme which is typically delivered on a 1-2-1 basis and includes:

  • Assessment and induction

  • Face-to-face sessions (or remote delivery)

  • Regular 1-2-1 support (face to face and/or remote)

  • Assignments

  • Observations

  • Ongoing mentoring, coaching and support (including information, advice and guidance)

  • Specialist English and/or Maths support (if needed)


You will also record and track your learning progress through your e-portfolio, helping to support and evidence your journey.

There will be an external assessment at the end of the programme, once the apprentice has achieved the ‘gateway’ requirements. This includes achieving the Level 5 Diploma in Leadership and Management for Adult Care. End-point assessment methods, timescales and location

 The end-point assessment consists of two distinct assessment methods:

  1. Observation of leadership

  2. Professional discussion


The end-point assessment must be completed over a maximum period of three months after the apprentice has met the EPA gateway requirements.


  • Level 5 Diploma in Leadership and Management for Adult Care.

  • Level 2 English and Maths (If not completed prior to starting the programme). For those with an education, health and care plan, or a legacy statement, the apprentice’s English and Maths requirement is Entry Level 3 at a minimum. For those whose primary language is British Sign Language (BSL), the qualification BSL is an alternative and viable qualification.


Having successfully completed this qualification, learners will have the opportunity to progress to the following:​​

  • Senior Leader at Level 7

View Full Job Description On Institute For Apprenticeships

View Assessment Plan

  • Level 3 Diploma for Customer Service Specialists.

  • Apprentices will be required to have or achieve level 2 English and Maths by the time of completion of their Apprenticeship.


Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

You may also chose to progress your education on to:

  • Progression can be to higher education such as a Foundation Degree.

  • Learners can diversify into a different occupational area such as Business Administration, IT User or Team Building to further build on their skills learnt.

View Full Job Description On Institute For Apprenticeships

View Assessment Plan

Achievements and progression
End Point Assessment

The end-point assessment consists of three elements, scored at distinction, merit, pass or fail:

  • Practical observation

  • Work-based project (supported by interview)

  • Professional discussion

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