CUSTOMER SERVICE SPECIALIST LEVEL 3
About The Course
The Customer Service Specialist Level 3 apprenticeship is designed for experienced customer service professionals looking to enhance their skills and take on more responsibility. Covering key areas such as customer relationship management, conflict resolution, business improvement, and service leadership, this programme prepares individuals for roles like senior customer service advisor, client relationship officer, and customer support supervisor.
Delivered over 15 months, the apprenticeship combines workplace training with expert coaching, ensuring learners develop the practical and professional skills needed to provide outstanding customer service, lead improvements, and drive business success.
Apprenticeship Details
Apprenticeship Standard: Customer Service Specialist Level 3 Duration: 15 months Funding Band: £4,000 End-Point Assessment (EPA): Highfield Delivery Model: Blended learning with workplace training and support from our expert Skills Coaches Progression: Leads to roles like Senior Customer Service Advisor, Client Relationship Officer, or Customer Support Supervisor, with opportunities for further qualifications.
What Are Knowledge, Skills, and Behaviours (KSBs)?
The Knowledge, Skills, and Behaviours (KSBs) framework is a key part of apprenticeship standards. It ensures apprentices develop a well-rounded understanding of their role, gain practical expertise, and demonstrate the right workplace attitudes.
Click below to explore the full list of Knowledge, Skills, and Behaviours (KSBs) for the Customer Service Specialist Level 3 apprenticeship 
Business Knowledge and Understanding: Comprehend your organisation’s structure, strategy, and how your role aligns with its objectives.
Customer Journey Knowledge: Understand the stages of the customer journey and how they interact with your organisation.
Knowing Your Customers and Their Needs/Customer Insight: Identify and understand different customer profiles and their expectations.
Customer Service Culture and Environment Awareness: Recognise the importance of a customer-focused culture and how it impacts business success.
Business-Focused Service Delivery: Deliver services that align with business objectives and meet customer needs.
Providing a Positive Customer Experience: Ensure customers have a satisfactory experience through effective service delivery.
Working with Your Customers/Customer Insights: Gather and apply customer feedback to improve services.
Customer Service Performance: Evaluate and enhance your performance to meet service standards.
Service Improvement: Identify and implement improvements in customer service processes.
Developing Self: Proactively update your knowledge and skills to enhance service delivery.
Ownership/Responsibility: Take personal responsibility for resolving customer issues satisfactorily.
Team Working: Collaborate effectively with colleagues to achieve positive outcomes.
Equality: Treat all customers fairly and adapt services to meet diverse needs.
Presentation: Represent your organisation’s brand and values positively in all interactions.
Entry Requirements
This apprenticeship is suitable for:
✅ Individuals working in or aspiring to a senior customer service role in any industry
✅ Those employed in a relevant job role, where they can develop and apply advanced customer service and leadership skills in the workplace
✅ Candidates with GCSEs (or equivalent) in English and Maths at Grade 4/C or above (if not already achieved, Functional Skills support is available)
✅ Employees who want to enhance their communication, problem-solving, and customer relationship management skills
Eligibility Criteria
To be eligible for apprenticeship funding, learners must:
Be aged 16 or over Be employed in a relevant role for at least 30 hours per week Have the right to work in England and have been resident in the UK/EEA for at least 3 years (some exceptions apply) Not already hold a similar qualification at the same or higher level
Employers may set additional criteria depending on business needs. If you’re unsure about eligibility, get in touch with us for guidance.
Career Prospects
Upon completion of this apprenticeship, learners can progress into a variety of senior customer service and leadership roles, including:
💼 Senior Customer Service Advisor
💼 Client Relationship Officer
💼 Customer Support Supervisor
💼 Service Delivery Coordinator
💼 Customer Experience Manager
With experience, apprentices may also advance to higher-level qualifications such as the Team Leader Level 3 or Operations Manager Level 5 apprenticeships.
Employers: Why Hire a Customer Service Specialist Apprentice?
A Customer Service Specialist apprentice can enhance customer interactions, improve team performance, and drive service excellence within your business. They bring advanced problem-solving skills, leadership potential, and a customer-focused mindset, making them valuable assets to any organisation.
✅ Cost-effective workforce development – £4,000 funding available, with government incentives for eligible employers
✅ Enhance service quality – Train staff to handle complex customer interactions professionally
✅ Improve business performance – Develop employees who can lead and improve service processes
Interested in hiring an apprentice? Get in touch to discuss how we can support your business needs.