Customer Service Specialist (Standard Level 3)

The main purpose of a customer service specialist is to be a 'professional' for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who 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 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.

For Level 3 apprenticeships, learners are generally required to have GCSE Maths and English at grade 4 (C) or above prior to enrolment. However, for applicants aged 19 or older, this requirement may be waived at the discretion of the employer and training provider, depending on the role and individual circumstances.

• Hands-on Training & College Learning: Apprentices work in customer-facing roles on-site within a business setting while attending college on day per week. They handle complex queries, support service improvements, and mentor junior staff; gaining practical experience alongside advanced learning in customer service strategy.

• Wide-Ranging Curriculum: The course covers customer insight, service delivery, conflict resolution, business knowledge, and regulatory compliance. Apprentices also develop skills in communication, problem-solving, and using digital systems to enhance customer experience.

• Specialist Pathways: Learners may specialise in sectors like retail, finance, healthcare, or hospitality depending on the employer and their own area of interest. Some employers may support additional training in CRM platforms, service analytics, or quality assurance depending on business needs and customer profiles.

• Career-Ready Qualification: Upon completion (typically 18 months), apprentices earn a Level 3 qualification and are ready to step into roles such as customer service specialist, client relationship officer or service team lead, with progression into management or further study.

For a comprehensive understanding of this programme and what it entails, please click here.

This Customer Service Apprenticeship is flexibly taught at either our London Road campus or on site to small groups on a day release basis, once a week. If you need to complete your functional skills, then this will be covered at college in a block week release.  In addition, you will be assessed in the workplace by your assessor and progress reviewed every 12 weeks with your employer. In addition, you will be required to sit an End Point Assessment, towards the final stages of your programme, which will ensure you have obtained the skills, knowledge and behaviours required to carry out your role effectively.

Typically, this Customer Service Apprenticeship will take 18 months to complete.

To be an apprentice, you will need an employer who can offer you a specific role relevant to this apprenticeship and release you for your training. Once you have an employer in place, you can apply online. If after reading this fact sheet, you are still undecided about the course most suitable for you, please drop into one of our advice events, ring the Apprenticeship Team on 01743 653444 or email apprenticeships@shrewsbury.ac.uk