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Customer Service Specialist Apprenticeship Level 3

Marketing Title
01/08/2000
Format
31/07/2099
Format
Level 3
Part-Time
APS30278A (RORO)
Nelson and Colne College / Accrington and Rossendale College
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Course Information

Course Information
The Level 3 Customer Service Specialist Apprenticeship is designed for individuals who want to develop advanced skills and become true professionals in customer service. This programme goes beyond the basics, preparing you to act as an advocate for excellent service and as a referral point for complex or technical customer requests, complaints, and queries.

You will learn how to deliver consistent, high-quality service across a wide range of settings, while also developing expertise in problem-solving, communication, and customer relationship management. The apprenticeship ensures you have the knowledge, behaviours, and confidence to represent your organisation as a trusted customer service professional.

Upon completion, you will be fully equipped to work across a variety of sectors and roles — from contact centres and retail, to digital web chat, the service industry, or any customer-facing environment. This apprenticeship provides a strong foundation for progression into supervisory or leadership positions.
• Understanding continuous improvement.
• Developing leadership styles.
• Understand and enhance customer journeys.
• Analyse and present customer insight data.
• Providing a positive customer experience.
• Analysing end to end service experiences.
• Working effectively and collaboratively with colleagues.
The apprenticeship is delivered through a combination of on-the-job learning in the workplace and off-the-job training at college. In your role, you will gain valuable hands-on experience handling complex customer interactions, resolving issues, and providing high-level service, supported by your employer and Trainer Assessor.

At college, you will attend structured sessions covering customer service principles, communication, leadership, and digital systems. You will also take part in workshops, group activities, and one-to-one tutorials, designed to apply theory to real-world customer service scenarios. Regular progress reviews and mentoring ensure you develop the skills, knowledge, and behaviours required for success.
You should be aiming for at least 5 GCSEs at Grade 5 or above in a range of subjects, preferably including English Language and Mathematics OR successful completion of a Level 2 Apprenticeship.

These requirements may alter dependent upon the needs of the employer. If you don’t quite achieve the entry criteria though don’t worry, we can discuss your option. Minimum GCSE grade 3 or equivalent in English and Maths.
Progress meetings with your employer and Trainer Assessor

Written assignments and knowledge tests to demonstrate understanding

Workplace observations to evidence your practical skills

Portfolio completion showcasing your achievements and development

Regular reviews to monitor progress and set future goals

End Point Assessment (EPA) – carried out by an independent assessor and including a practical observation, professional discussion, and review of your portfolio
Employers have co-created this programme, ensuring the training is highly relevant to the customer service industry.

Completion of this apprenticeship provides eligibility to join the Institute of Customer Service as an Individual Member at Professional level.

Expert Trainer Assessors with extensive industry experience provide guidance and support throughout your programme.

Strong employer partnerships create opportunities across multiple sectors, including retail, digital services, contact centres, and hospitality.

A dedicated Apprenticeship Team offers academic, professional, and wellbeing support to help you thrive and succeed.
Completing the Level 3 Customer Service Specialist Apprenticeship opens the door to a wide range of career opportunities across industries. Immediate roles could include Senior Customer Service Advisor, Sales Advisor, or Account Manager, where you will apply your advanced customer service expertise to support and retain clients.

With further experience, you could progress into more senior positions such as Customer Service Manager, Customer Retention Specialist, Quality Assurance Manager, or Retail Manager, taking on responsibility for teams and shaping service strategies.

This apprenticeship also provides a strong platform for further professional development, including higher-level qualifications in management or leadership.
As a Customer Service Specialist Apprentice, you will benefit from access to the Business and Professional Services training facilities. These include modern classrooms with interactive learning technology, IT suites equipped with the latest business software, and collaborative learning spaces designed to mirror real workplace environments.

You will also have access to the Learning Resource Centre, which provides specialist texts, journals, and online databases to support your studies. Practical workshops, role-play scenarios, and project-based learning ensure you can apply your knowledge in realistic customer service settings, preparing you for success in the workplace.
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