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L3 Customer Service Specialist Apprenticeship


The main purpose of this 12-15 month Level 3 Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. An advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.



Funding Band: £4,000 

If you are a levy paying employer, you can use your levy funds for this programme. If you are an SME and don’t pay into the government levy, then you can get funding of at least 95% for this programme.

Course Description

The Customer Service Specialist Level 3 apprenticeship programme is a comprehensive and hands-on training experience designed to prepare individuals for a successful career as a customer service specialist. A perfect next step to becoming a customer service leader and/or manager.

Customer Service Specialists 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 environment including contact centres, retail, webchat, service industry or any customer service point.

This Customer Service Specialist Level 3 is a varied one, customer professionals must act as an intermediary between an organisation and its customers. This Customer Service Specialist Level 3 apprenticeship equips learners with the knowledge to deal with complex or demanding customer complaints, queries, or requests.

Modules can include the following:

  • Business knowledge & understanding
  • The customer journey
  • Know your customers and insights
  • Customer service culture and awareness

On completion of this apprenticeship, learners will be eligible in becoming a member of the Institute of Customer Service.

Duration / Delivery Model

12 – 15 Months

The Customer Service Specialist L3 apprenticeship programme is delivered as a flexible blended approach whereby individuals join a cohort training programme, followed with continuous ‘on the job‘ training sessions and receive dedicated 1-2-1 coaching sessions on a monthly basis.

Alternatively, to suit employers S&A Academy cater for large levy organisations and SMEs to design and create bespoke content and delivery with a collective group of individuals from the same organisation. This apprenticeship is  suited for employees up-skilling whilst doing their existing roles or newly recruited customer service professionals.

End Point Assessment (EPA)

  • Practical observation with Q&As
  • Work based project & interview
  • Professional discussion underpinned by a portfolio of evidence