Level 3 Customer Service Specialist
Duration: 36 months (plus 3 months EPA)
Start date: Sept – July
Customer Service Specialist Apprenticeship
If you’re looking to build a career in customer service, this apprenticeship will give you the skills and confidence to deliver exceptional experiences in any industry. As a Customer Service Specialist, you’ll play a key role in representing your organisation, ensuring customer interactions are professional, helpful, and aligned with business standards.
Throughout this programme, you'll develop expert customer service skills, from communication and problem-solving to understanding products and services. You’ll learn how to deliver service in line with company strategies and regulatory requirements, ensuring a positive customer experience.
Topics, units and assessments
As part of the apprenticeship you will learn about:
- Knowing your customers
- Meeting regulations and legislation
- Systems and resources
- The customer experience
- Products and service knowledge
- Dealing with customer conflict and challenges
- Equality-treating all customers as individuals
- Presentation- dress code, professional language
How you’ll learn
Apprentices must complete the minimum requirement of 6 hours of off the job training per week or the equivalent over the practical learning duration (20% of capped 30 working hours).
Off the job training must deliver new skills and knowledge that are directly relevant to the apprenticeship standard and can include:
- Teaching of theory via blended delivery methods
- Practical training
- Work shadowing
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Receptionist
A Receptionist is the first point of contact for visitors and clients, responsible for managing front desk operations. Their duties include greeting guests, answering phone calls, handling inquiries, scheduling appointments and maintaining records.
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Customer Adviser
A Customer Service Adviser is responsible for assisting customers by providing information about products or services. They handle phone calls, emails or in-person interactions, ensuring customer satisfaction and building positive relationships.
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Supervisor
A Customer Service Supervisor oversees a team of customer service representatives, ensuring they deliver excellent service and meet performance targets. They manage daily operations, resolve escalated customer issues and monitor team performance.
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Client Relationship Specialist
A Client Relationship Specialist focuses on building strong relationships with clients to ensure satisfaction and loyalty. They act as a key point of contact, addressing client needs and providing tailored support.
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Develop Skilled Professionals
Apprentices gain hands-on experience in key areas such as communication, problem-solving, and conflict resolution. They learn how to handle customer interactions effectively, build relationships, and enhance customer satisfaction, helping to create a positive brand reputation.
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Improve Customer Retention
Well-trained customer service employees can improve customer experiences, leading to higher satisfaction levels. By developing employees who understand how to handle inquiries, complaints, and service recovery professionally, it contributes to customer retention.
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Enhance Productivity and Efficiency
Apprenticeships provide structured training in key customer service processes, including using CRM systems, managing queries, and streamlining service delivery. This ensures employees work efficiently, reduce response times, and contribute to overall business performance.
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Cost-Effective Workforce Development
With government funding and apprenticeship levy support, hiring apprentices is a cost-effective way to develop talent. Providing career progression opportunities through apprenticeships also improves staff retention, and ensures a stable, experienced workforce.
Employer Hub
Get the information you need on how apprenticeships can benefit your business.
Our Employer Hub provides clear guidance on how apprenticeships can help your business thrive, plus all the details about funding and support you'll get every step of the way to make apprenticeships a key part of your workforce strategy.
Employer solutionsI want to promote apprenticeships to people in the local area and the benefits they can have to building a solid career foundation.
Molly, Customer Service Apprentice