Customer Service Specialist Level 3 Apprenticeship Standard

Who is the apprenticeship for?

As a customer service apprentice, you’ll 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’ll 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.To properly assist customers, you’ll need clear and up-to-date knowledge of your organisation’s products and services. You’ll also need to be able to communicate with all sorts of people. Completing this apprenticeship is a way of providing evidence of skills that will serve you well in virtually any industry – so it’s a very good way to move forward, even if you’re still undecided about your future career.

This apprenticeship is ideal for any of your employees that specialise in working with your customers in face-to-face or advisory roles in any department or division of your organisation and want to enrich their existing skills and knowledge to provide the highest level of service every time.

What will they learn?

This Customer Service apprenticeship teaches you the skills to provide excellent customer service, and 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 key to the success of any business or organisation. It’s one of those useful skills that’s found all over the place and covers all the extras that make a customer’s experience better.

They will understand the complexities of the customer journey, become experts in your organisation’s products and services, and will share their knowledge with their colleagues for the benefit of the wider team and your 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 set out. 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 provide 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 behaviours 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
  • Developing self
  •  Team working
  • Equality
  • Presentation