Apprenticeships Standards

Customer service specialist Level 3

Occupational Profile  

A customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.

They act as a referral point for dealing with more complex or technical customer requests, complaints, and queries and are often an escalation point for complicated or ongoing customer problems.

As an expert in the organisation’s products and/or services, they share knowledge with the wider team and colleagues, gather and analyse data and customer information that influences change and improvements in service.

They will use 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 environment including contact centres, retail, webchat, service industry or any customer service point.

Course Overview and Structure

The course is delivered on-site or online by an allocated personal tutor.

Learners will develop their knowledge skills and behaviours through monthly workshops and 20% off-the job-training to to deal with customer queries, purchases and complaints.

Additional 1-1 support sessions will also be available as required. All apprentices must spend a minimum of 12 months on-programme.

End Point Assessment consists of

• portfolio of evidence, work based project and interview