Customer Service Specialist Level 3 Apprenticeship Standard

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Who is the apprenticeship for?

As a customer service apprentice,you will probably work at the front end of an employer’s business activities and regularly assist customers. Duties will vary between sectors, but in most cases, you will be making sure that customers are dealt with in a positive, reliable and pleasant way, whether that’s by offering advice, answering questions or handling complaints.You will need clear and up-to-date knowledge of your organisation’s products and services. You will also need to be able to communicate with various types of people. Completing this apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so it is a very good way to move forward, even if you’re still undecided about your future career.

This apprenticeship is ideal for any employee that specialises in working with customers face-to-face or in an advisory role within any department or division of your organisation.

What will they learn?

This Customer Service apprenticeship teaches you the skills to provide excellent customer serviceand this can be applied to hundreds of job roles across many different sectors, from government to telecommunications. However, most customer service apprentices work in retail, financial services, call centres, hospitality, or sport and recreation.

Good customer service is the key to success for any business or organisation. It is one of the most useful skills neededin order to make a customer’s experience better.

They will understand the complexities of the customer journey, become experts in an organisation’s products and services, and will share knowledge to colleagues in order to aid an organisation’s future success.

Our Apprenticeships give your employees training that is tailored to your business needs and their roles, providing job-specific skills vital for peak business performance.

How will they learn?

All employed apprentices are assigned an assessor in the College and their role is to support you throughout your training. They will visit you at work to ensure your employer is developing your skills according to the framework.  At College you will learn about theory and techniques required to achieve your qualification. Our Personal Tutors will deliver high-quality face-to-face learning and coaching and provide all the resources your employee will need to progress quickly. Our intuitive learner management system ‘Bud’ will really bring the subject to life through interactive learning tools, access to complementary online resources and relevant social communities, as well as providing real-time learner information so that you will always know what your employee is learning and how they are progressing.

This Apprenticeship will develop your employees’ knowledge, skills and behaviour in the following areas:


  • Business knowledge & understanding
  • Customer journey
  • Customer insights
  • Customer service culture
  • Environmental awareness


  • Business focussed service delivery
  • Customer experience
  • Customer insights
  • Customer service performance
  • Service improvement


  • Ownership/responsibility
  • Self-development


  • Equality
  • Presentations
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Key Info

Maximum Class Size – 22 students
Minimum Age – 16
Minimum Entry Level – Beginner (A1)

Hours per week – 15 or 20
Lessons – 3 hour lesson per day with 15 minute break, plus 1 hour elective lesson for students on 20 hour per week course (see Course Timetable for details).

Dates – Start any Monday**
Length – From 1 week

Learning materials – a course book is required. The cost of course book is automatically applied to your booking.