Customer Service Specialist Level 3

The course is appropriate for both learners progressing from a Level 2 qualification and more experienced students ready to progress and support others and/or to look at areas to improve within their current organisation. The most important things an apprentice will need in order to succeed on the apprenticeship are a lively and enquiring mind, a keen interest in customer service delivery, the ability to act as a referral point to deal with complex enquiries, and an ability to communicate ideas and recommendations to improve organisational processes.

This apprenticeship will help you develop a wide range of knowledge, skills, and behaviours, including:

Knowledge

• Business knowledge and understanding
• Customer journey knowledge
• Knowing your customers and their needs / customer insight
• Customer service culture and environment awareness

Skills

• Business-focused service delivery
• Providing a positive customer experience
• Working with your customers / customer insight
• Customer service performance
• Service improvement

Behaviours

• Develop self
• Ownership / Responsibility
• Team working
• Equality
• Presentation – demonstrating brand advocacy and values

A blend of on-the-job and academic learning

Most learning is on-the-job, guided by your employer and Instructor-Mentor. You will attend Buxton Campus every 6-8 weeks and receive regular workplace visits from your Instructor-Mentor for observations, professional discussions, and progress reviews.

How you are assessed

The Apprenticeship Assessment is the final stage of every apprenticeship. It checks overall competence, not just individual tasks, and gives apprentices the chance to demonstrate the Knowledge, Skills and Behaviours (KSBs) they have developed. For this apprenticeship, there are three elements; 

• Practical observation
  • The apprentice will be observed in their workplace by 
    an independent assessor.
  • The assessor will then ask the apprentice questions about tasks completed during the observation.
• Work-based project
  • Apprentices will submit a written report on a project 
    they have carried out.
  • There will be an interview conducted by an independent assessor based on the report the apprentice has submitted.
• Professional discussion
  • The portfolio of evidence will provide the basis of the discussion and will inform the questions that are asked by the independent assessor of the apprentice.

• Become a customer service expert
  You’ll learn to handle complex customer issues confidently, becoming the person others turn to for advice and support.

• Gain real experience and responsibility
  You’ll take ownership of challenging situations, helping to improve customer satisfaction and build your leadership and decision-making skills.

• Boost your career and qualifications
  Completing this Level 3 apprenticeship gives you a nationally recognised qualification and can lead to roles such as Team Leader, Customer Service Manager or Account Executive.

• Earn while developing valuable transferable skills
  You’ll be paid while learning practical communication, problem-solving, and teamwork skills that are highly valued across every industry.

We require learners to have a minimum of four GCSEs at Grade 4 or above, including Maths and English.

Employers are looking to attract applicants who have a keen interest in customer service delivery and/or working with customers, both internal and external. Depending on personal circumstances, applicants who have not achieved the required grades may be able to study Maths and English Functional Skills — please contact us to discuss further.

Additionally:

• You must have the right to work in the UK and have lived in the UK for at least the past three years.
• As this is an apprenticeship, you will also require suitable employment to undertake the programme.

Apprenticeships are funded by either the employer or the government; apprentices do not pay for their training.

Contact us

FE & Skills Apprenticeship Team

• Email: feapprenticeships@derby.ac.uk
• Phone: 0800 074 0099