Customer Service Specialist
Level 3
Who is this for?
This programme is perfect for customer service pros who are ready to take things up a level. Whether you’re:
- Stepping into a more senior customer service role (with added responsibility),
- Already experienced in support and want to grow your skills and influence, or
- Starting out in your first full-time role and keen to build expertise…
…this programme gives you the tools to stand out and succeed. From contact centres to retail floors, from webchat to hospitality – if you’re working with customers, this is for you.
Overview
Customer Service Specialists are the go-to professionals for handling customer needs that are complex, technical, or just plain tricky. You’re not only solving problems – you’re the referral point others trust, the advocate for service excellence, and the voice of calm when challenges arise.
On this programme, you’ll learn how to:
- Handle complex requests and complaints with confidence and professionalism
- Gather and analyse customer insights to spark real improvements
- Influence positive change in your organisation through service excellence
- Be recognised as the customer champion your team and business rely on
This isn’t just about answering questions – it’s about shaping the customer experience, creating loyalty, and setting the gold standard for service.
Join our monthly Information & Guidance webinar
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Qualification
- Apprenticeship – Level 3
- Eligible to join the Institute of Customer Service at a Professional Level
Duration
12 – 15 months including up to 3 months in End Point Assessment
Funding
£4,000
Entry requirements
- Currently not undertaking another apprenticeship
- The right to work in the UK
- Lived in the UK continuously for the past 3 years
Learner Journey
Our workshop topics are:
- Business knowledge and understanding
- Knowing your customers and their needs
- Customer service culture and environmental awareness
- Providing a positive customer experience
- Customer service performance
- Business-focused service delivery
- Customer journey knowledge
- Customer insight
- Taking ownership and personal responsibility
- Service improvement
- Working with your customers
These are the typical elements we may include in your programme:
