Customer Service Specialist

The Customer Service Specialist Level 3 Apprenticeship is designed to equip individuals with the skills and knowledge essential for excelling in customer service roles. This comprehensive program focuses on fostering excellent customer service within a variety of service environments. Participants will delve into the world of working with customers, ensuring positive customer experiences through development of effective communication and problem-solving techniques.

One of the core competencies emphasised in this apprenticeship is the ability to resolve complex issues, enabling apprentices to navigate challenging situations. Through a combination of theoretical knowledge and practical application, apprentices will gain insights into gathering customer feedback, understanding customer expectations and tailoring services to enhance customer satisfaction.

This apprenticeship places emphasis on customer support, providing tools necessary to resolve customer queries promptly and effectively. Job descriptions in customer service specialist roles often require individuals to possess a keen customer insight, in which apprentices will be equip with the right skills to interpret and explore customer behaviours.

Moreover, the program addresses continuous improvement in customer service performance, as it is vital for individuals to stay up to date with industry trends and evolving customer expectations. Apprentices will learn to adopt a business-focused service delivery approach, aligning customer service practices with organisational goals and objectives.

By the end of the apprenticeship, participants will be well-prepared for customer service specialist jobs.

This course is suitable for current or aspiring customer service specialists. To see whether you’re eligible for this apprenticeship, you will need to complete a skill scan to check your knowledge prior to starting.

Entry Requirements

Down to the discretion of individual employers but typically includes:

Level 2 English and Mathematics, or equivalent (can be completed during the apprenticeship)
16 or over
Not in full-time education

All apprenticeship standards cover three overall sections, these being Knowledge, Skills and Behaviours. Each of these areas is associated with the specific standard and covers topics that are relevant to that industry and profession. The core topics covered for the Customer Service Specialist Level 3 apprenticeship are below.

Knowledge:

Business knowledge and understanding
Customer journey knowledge
Knowing your customers and their needs/ Customer insight
Customer service culture and environmental awareness

Skills:

Self-awareness
Teambuilding and leadership
Professionalism and presentation
Communication and interpersonal skills, remaining calm under pressure
Organisation
Customer needs and priorities
Conflict and complaints
Change and improvement
Business processes, finance and regulation
Report writing and research

Behaviours:

Developing self
Ownership/ Responsibility

Team working
Equality
Presentation

The training is a blended learning delivery model, which occurs on the job during working hours. A structured learning and assessment plan is put in place to test core components of the course along the way.

This consists of:

1-to-1 monthly meeting: Approx. two hours with a GLP Trainer (face-to-face or telephone)
Online learning courses and/or group sessions
Building an electronic portfolio of work-related evidence
Maths and English Level 2 (if not previously achieved)
6 hours a week spent working towards your apprenticeship.
End Point Assessment by an external examiner to complete the qualification, consisting of a resourcing project assignment and a professional discussion

To achieve the qualification, within which you can either get a result of Pass, Distinction or Fail, you will be assessed both throughout the period of your apprenticeships, as well as in the final stages with an End Point Assessment (EPA).

End Point Assessment:

The EPA period will only start once the employer is satisfied that the apprentice is consistently working at or above the level set out in the occupational standard.

In addition, the apprentice must have completed the following gateway requirements prior to beginning EPA:

Achieved Functional Skills Qualification (if required to do so).

The End Point Assessment process which typically takes 3 months and is carried out by Highfield, consists of three components:

Practical Observation with Q&A

The apprentice will be observed completing their typical day to day activities at their workplace, and the assessor will ask a number of questions to check the knowledge and understanding behind their actions.

Work Based Project

A 2500 written report will be submitted based on a project they have completed at work. This report will be followed by a competency-based interview about the report they have produced.

Professional Discussion underpinned by a portfolio of evidence.

Throughout your apprenticeship, you will gather evidence and information that forms your portfolio, and this will be used for your professional discussion. This discussion with your assessor allows you to showcase everything you have learned over the course of the programme.

The combined score of these three methods will provide the final grade for the apprenticeship.

Completing a Customer Service Specialist Level 3 Apprenticeship opens up various job roles across industries where exceptional customer service skills are essential. Common job roles include customer support representative, client services coordinator, service desk analyst, customer experience associate, customer relations specialist, sales support representative, and many more!

These roles span various industries, including retail, hospitality, IT, finance, and more. The skills acquired during the apprenticeship, such as effective communication, problem-solving, and a customer-centric approach, are transferable and valuable in diverse customer service environments.

APPRENTICESHIP

Customer Service Specialist

Dealing with customer queries, purchases and complaints.

Level

3

Duration

15+ months

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LINKS TO OUR PATHWAYS

This Apprenticeship Standard is also linked to our

Professional Services Pathway

providing amazing career progression opportunities.

PARTNERSHIPS

Download our 2023-2024 prospectus

Download a detailed course guide

Customer Service Specialist

3

15+ months

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