Customer Service Specialist Level 3

Level 3

15 months


  • Overview:

    The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising 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 environments including contact centres, retail, webchat, service industry or any customer service point.

What are the entry requirements?

There are no specific academic entry requirements however, all applicants need to attend an interview with a recruitment officer and undertake an initial English and Maths assessment. The initial entry points for English and Maths are as follows:

  • For level 2 apprenticeships the minimum entry level for English and Maths is ‘Entry-level 3’ (E3).
  • For all level 3 and 4 apprenticeships, the minimum entry level for English and Maths is level 1, ideally level 2.
  • For all level 5 apprenticeships, the minimum entry level for English and Maths is level 2 however, in some individual circumstances level 1 may be considered.

Who is this apprenticeship for?

Individuals looking to upskill themselves in the customer service sector.

Knowledge, Skills & Behaviours:

Knowledge: Customer journey knowledge, business knowledge and understanding, knowing your customers and their needs/customer insight, customer service and culture, environmental awareness.

Skills: providing a positive customer experience, business-focused service delivery, working with your customers, customer service performance, service improvement.

Behaviours: develop self, ownership and responsibility, team working, presentation, equality.

Progression and career path:

Progression into a further apprenticeship or development within the organisation taking on increased responsibilities and a more senior position.