The Customer Service Specialist is an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries. They will often be an escalation point for complicated or ongoing customer problems. An expert in their organisation's products and/or services, they will share knowledge with the wider team and colleagues. They will gather and analyse data and customer information that influences change and improvements in service.
This Apprenticeship is suitable for learners that are looking at progressing within their career in Customer Service. This apprenticeship combines the knowledge, skills and behaviours you need to enhance your understanding and expertise in customer service in the form of written and practical evidence.
What will you study?
Apprentices work towards achieving a Customer Service Specialist Apprenticeship at Level 3 and will gain knowledge and skills in the following topics:
• Knowing your customers and their needs/ Customer Insight
• Customer Journey knowledge
• Customer service culture and environment awareness
• Providing a positive customer experience
• Service improvement
• Business Knowledge and Understanding
• Managing referrals or escalations
What makes Apprenticeships unique is the role you have as an employee and the real-world experience you will gain
from learning on the job.
You will have an existing senior customer service role and gained at least a couple of years experience working in a customer service environment. Alternatively you will have to secure a job with an employer as an Apprentice and you can do this through undertaking a job search and applying and interviewing for available roles. If you register for our Job Alerts, we can send you relevant Apprenticeship Job Vacancies as they become available and keep you updated; register at
Once an employer is found, we will work with you and your employer to start the apprenticeship enrolment process.
It is vital that your employer is able to provide the workplace training needed, and the range of different work to support
the qualification evidence requirements.
As an Apprentice you are a fully contracted and paid employee and have access to all staff benefits.
The Customer Service Specialist is designed to provide you with the required skills to undertake the role. Once you have completed this programme you may have the opportunity to progress onto further development or take on additional responsibilities with your Employer
English and maths GCSEs at a minimum of grade 4 (C) or equivalent.
Remember, an apprenticeship is a job so the hiring employer may have additional criteria that will have to be met alongside CRC's entry criteria.
End Point Assessment
End-Point Assessment (EPA) is made up of a number of assessment elements which an Apprentice must pass in order to successfully complete their Apprenticeship. The EPA may include:
Practical Observation with Q&A
Work-Based Project supported by an interview
Professional Discussion supported by a portfolio of evidence