of tutors as ‘good’ or better in teaching observations
of learners stay in employment
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Customer service specialist level 3
Level 3 diploma in customer service is suited to learners who work in a customer-focused service role wish to develop their skills and customer service knowledge.
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. This suits an employee who is an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
This person is often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, this person would share knowledge with your wider team and colleagues. They 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.
The apprenticeship is a work-based qualification, so learners will be in an appropriate job role where they’ll be assessed and able to develop their portfolio of evidence.
Who’s it suitable for?
For people working, or who want to work, at an operational level in Customer Service and need a qualification to show their skills and knowledge. Customer facing roles, receptionist, housing officer, support desk advisor, customer advisors
What’s included in the apprenticeship in England?
- Customer service specialist standards, knowledge and behaviours
- Diploma in customer service – Level 3
- Functional skills – Maths level 2
- Functional skills – English level 2
- End point assessment
What’s included in the apprenticeship in Wales?
- Level 3 Diploma in customer service
- Essential skills application of number – Level 2
- Essential skills communication – Level 2
How long does it take?
15 months (England) / 16 months (Wales)
Your apprenticeship questions answered
Click below for answers to some frequently asked questions. If you have any other queries, please contact us using the form at the bottom of the page.
Can my existing staff start an apprenticeship?
Of course! Placing your existing staff on an apprenticeship is a great way of upskilling your employees and uncovering your future managers. It can be a great way of motivating and rewarding your staff by committing to their continued personal development within your business.
How does the apprentice learn?
Apprentices do most of their learning at work and benefit from regular contact with their dedicated assigned assessor. There is coursework to be completed while on the course, which is to be submitted online, however, the knowledge to complete this is provided while learning inside your business.
How much do I have to pay an apprentice?
Apprentices must be paid at least the national minimum wage for apprentices if they are aged 19 and under or aged 19 and over and in their first year of an apprenticeship.
Apprentices are often paid higher amounts as their skills develop and we encourage employers to do so
Why should I take on an apprentice?
Apprentices can bring fresh new ideas to your business allowing them to grow and thrive. You gain skilled qualified staff in a cost-effective way. They can motivate your workforce more and overall enhance your business performance while addressing skills shortages in your business.
Why choose us
We can help you to choose an apprenticeship course that is right for your employees, or support you with recruitment to fill an apprenticeship vacancy. We work closely with you and the learner will help to develop the skills needed for your setting. We offer a flexible and tailored approach to suit your business needs.
We are able to tap into a talent pool overlooked by many: identifying, training and placing fantastic emerging talent into apprenticeship roles.
Don’t just take our word for it, hear what some of our employers and learners have to say…