Customer Service Specialist - Level 3

Customer Service Specialist

Details of standard

Trailblazer Standard - Level 3

Employers involved in creating the standard: Boots UK, Centrica, Institute of Customer Service, Accelerator Solutions, bpi.recycled products, BT, E.On Energy, Osborne Property Services, Capita, Northern Power Grid

Apprenticeship Course Funding: £4000 Employer Contribution £200

Duration – 15 Months

A customer service specialist role is to be a 'professional' for direct customer support. They may operate within all sectors and organisation types. They are the advocates of a company's or organisation's service standards and work with customers every day.

Customer service specialists operate in many types of business environments including contact centres, retail, webchat, pre or post-sales services.  The skills learnt on this course can transfer across many customer  touchpoints and apply to multiple industry sectors offering a varied, progressive career.

Typical job roles, which there are many and could include: 

  • Customer Service Specialist
    •Customer Service Team Leader
    •Customer Service Executive

Dealing with complex queries and problems, as well as technical requests, you will be an expert in your organisation's products or services and be a referral point for customer service issues.

You will learn how customer experiences affect sales and how to build trust. Acquire knowledge of the systems and technology that gather customer data and how to analyse customer information to report and influence change and improvements in service. Customer service standards, strategy and regulatory requirements also form part of the training programme.

Entry Requirements

Employers decide the entry requirement typically:

5 GCSE (A*-C) including English and Maths

Level 2 English and Maths can be included in the programme if not achieved before starting the course

Course overview and learning: 

The course is delivered on-site by an allocated personal tutor and tailored to induvial business needs. Learners will develop their knowledge of organisational processes and the customer journey. They will acquire the skills and expertise to utilise the correct IT systems to gain an understanding of customer data and how to deal with customers across all medium in a positive, personable and professional way.

End Point Assessment

  • A work-based project, supported by an interview
  • Professional discussion supported by portfolio evidence


  • The course will give you eligibility to join the Institute of Customer Service as an Individual member at Professional level.
  • Progress on a customer service career path for further professional membership, including management.