Course Info

Useful Information


  • Mode of study:


  • Level:


  • Duration:

    15 months depending on experience

  • Awarding/validation body:

    City & Guilds

Course Overview

At Level 3 as a Customer Service Specialist, you are an advocate of customer service, 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/analyse data/customer information that influences change and improvements in service. During 15 months, we will support you to achieve Level 3 Diploma for Customer Service Specialists. Your Tutor will visit you every 8 weeks for progress reviews, guidance on your portfolio evidence, advise your employer your readiness to undertake the EPA

Course Highlights

Knowledge :

  • Business knowledge and understanding
  • Customer journey knowledge
  • Customer service culture and environment awareness
  • knowing and understanding your customers needs

Skills :

  • Providing a positive customer experience
  • Service improvement
  • Customer service performance


Career Opportunities & Further Study

Possibility of either full-time employment or progression into a higher level apprenticeship within a similar field after successful completion of this course.


Assessment is via on and off the job training. Learners will be assessed through:

  • Synoptic end-test covering knowledge and skills
  • Practical Skills Assessment

Entry Requirements

Math and English GCSEs C/4 or above ; Functional skills  level 2

Apprentices who do not have meet this entry requirement must achieve level 2 English and Math’s prior to taking the end point assessment.

If you are interested in this apprenticeship you can apply on our website by clicking here via the Apprenticeship Vacancies page.

How To Apply

Use the below link to apply for the above course.