Level 3 Customer Services Specialist
Develops the advanced customer service skills required to manage customer relationships, resolve complex issues, and deliver high-quality service across a range of industries.
Next Start Date
Continuous enrolment and flexible starts
Course Duration
15 Months on Programme
End Point Assessment period, following completion
Course Location
Delivered on-site at employer premises or at our training academy on Aycliffe Business Park.
Course Information
This apprenticeship develops customer service professionals who can deliver exceptional customer experiences, resolve complex queries, and support continuous improvement within customer-focused environments.
Course Overview
The Level 3 Customer Service Specialist Apprenticeship develops the advanced customer service skills required to manage customer relationships, resolve complex issues, and deliver high-quality service across a range of industries.
This programme is suitable for individuals working in customer-facing roles across sectors, including retail, contact centres, service industries, public services, and business environments.
The apprenticeship focuses on developing confident, professional customer service specialists who can act as a key point of contact for customers, handling enquiries, complaints, and more complex customer needs.
Throughout the programme, learners will develop skills in communication, problem-solving, customer insight, and service improvement. They will learn how to analyse customer feedback, understand customer needs, and identify opportunities to enhance the customer experience.
Apprentices will gain knowledge of customer journeys, business processes, organisational values, and the importance of delivering consistent and effective service.
The programme also develops skills in managing challenging conversations, resolving issues, making recommendations, and working collaboratively with colleagues to achieve positive outcomes for customers and the organisation.
Upon completion, apprentices will be equipped to provide expert customer support, improve service delivery, and enhance customer satisfaction, loyalty, and business performance.
This apprenticeship provides progression opportunities into senior customer service, team leader, supervisory, and management roles.
Course Price
Fully funded or co-funded at £200
Funding Options
Funding is available via the Apprenticeship Levy and Digital Account System.
An employer contribution of 5% of the standard cost may be required depending on levy funds available and your business size.
End Point Assessment
The End Point Assessment consists of three assessment methods:
Assessment Method 1 – Practical Observation with Questions
A workplace observation allows the apprentice to demonstrate their customer service skills, behaviours, and ability to manage customer interactions effectively.
Assessment Method 2 – Work-Based Project Supported by a Presentation and Questioning
The apprentice completes a workplace project demonstrating their ability to identify improvements, apply customer service knowledge, and present their findings.
Assessment Method 3 – Professional Discussion Supported by a Portfolio of Evidence
A structured discussion exploring the apprentice’s knowledge, skills, and experience gained throughout the apprenticeship.
Interested in this course?
Contact us today or complete the form below
Call:
01388 737 121
