Customer service Specialist Level 3 apprenticeship


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Customer service specialist Level 3


This apprenticeship is for those individuals currently working in a customer-focused service role that wish to develop their skills and customer service knowledge. The customer service specialist will become an escalation point for complicated or ongoing customer problems whilst also developing their knowledge to become an expert in the organisation’s products and/or services. They would gather and analyse data and customer information, whilst utilising both organisation and generic IT systems to carry out their role, alongside an awareness of other digital technologies.

Course duration:

15 months with up to 3 months EPA.

Entry requirements:

The apprentice must be at least 16 years old and will be required to undertake a DBS check. They must also be employed, working more than 16 hours per week and have some experience of working in a customer-focused service role.

What is covered on the course?

The apprentice will be expected to complete the 6 mandatory diploma units below:
• Organising and delivering customer service
• Understanding the customer service environment
• Understanding customers and customer retention
• Resolving customers’ problems
• Understanding the principles of business
• Managing personal and professional development

Apprentices will also work towards Functional Skills Level 2 in both Maths and English, if applicable.


Upon successful completion of this apprenticeship, the apprentice will be awarded the following:

  • Level 3 Diploma in Customer Service
  • Functional Skills in Maths and English Level 2 (if applicable)

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?

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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?

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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?

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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?

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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.

Get in touch with us today.


Don’t just take our word for it, hear what some of our employers and learners have to say…

Monmouthshire Youth Service – Learner

Our experience with Aspiration Training has been a really positive one. Our assessor supported and challenged us throughout the apprenticeship, and empowered us to successfully achieve our qualifications within the allocated timescale.

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