Business & Professional


Course Title: Level 3 Customer Service Specialist Apprenticeship
Course Code: PD026

Department: Business & Professional
Course Type: Apprenticeship

This apprenticeship will enable you to be a ‘professional’ for direct customer support within all sectors and organisation types. You will be an advocate of Customer Service and act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You will often be an escalation point for complicated or ongoing customer problems.



Level 3 Customer Service Specialist

Course Content

You will be required to undertake and have an understanding of a number of different core skills, knowledge and behaviours in order to complete this apprenticeship. These include:

Providing a positive customer experience
Written and verbal communication skills
How to handle complaints or pass them onto a manager
Managing complex situations calmly and efficiently
Understand the impact customer service has on an employer's reputation

If you do not already hold level 2 functional skills in maths and English (GCSE grade 4 or C), you will need to achieve this level prior to taking the End Point Assessment.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Entry Requirements

GCSE Grade 4 or C in maths and English or level 2 functional skills in maths and English. Entry is subject to a successful interview and you will undertake an initial assessment in maths and English regardless of previous qualifications. You must be working under a suitable and relevant contract of employment for a minimum of 30 hours a week. If you do not have an employer, we may be able to help you find one.

Next Steps

You will have the opportunity to progress on to a higher level apprenticeship standard or to continue working within the industry.

Career Opportunities

You could be employed in various types of working environments including contact centres, retail, webchat, service industry or any customer service point.

Dates & Fees

Start Date End Date Start Time End Time Mode of Attendance Days of the Week No of sessions
We run on demand. Contact us for dates. Apprenticeship
Total Fee Full Cost Total Fee 19-23 Total Fee 24+

Additional Costs

You will need access to a PC/laptop to develop your e-portfolio.

Location & Contact Details


Kingston Maurward College Main Campus | Directions


Course Helpline 01305 215215

Email us

Materials Required

Notepad, Pen, Folder, Memory stick, any additional study materials such as textbooks.


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