Customer Service Specialist Level 3 Apprenticeship Standard

Customer Services Apprenticeships

Customer Service Specialist Level 3

Overview: Dealing with customer queries, purchases and complaints.

Role / Occupation: Customer Service Specialist

Overview: 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 environments including contact centres, retail, webchat, service industry or any customer service point.

Our Personal Training Advisors will deliver high-quality teaching and learning at the employer’s premises or online sessions (as and when required).

They will provide all the resources your Apprentices will need to progress. Our intuitive learner management system, OneFile will really bring the subject to life through our online resources.

We provide real-time learner information so that you will always know what is being taught and how learners are progressing.


Minimum of 12 months plus 3 months for End Point Assessment

Progression Route

The administration role may be a gateway to further career opportunities, such as management or senior support roles.


• Level 3 Customer Service Specialist
• Maths Functional Skills*
• English Functional Skills*
*If required

Are you a future Apprentice or Employer?