Apprenticeship Standard Level 3 Customer Service Specialist


  • 16-18, Adults


The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.

You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

A Customer service specialists work could include; 

• Customer requests
• Complaints and queries
• Gather and analyse data and customer information
• Share knowledge with wider team
• Utilising digital technologies  

Typically this apprenticeship will take 15 months to complete.

Course content

Level 3 Certificate in customer service

This element of the programme is delivered within the college over the academic year with various starting points, the modules within the qualification are; 

Mandatory Units

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Resolve customers' problems
  • Principles of business
  • Manage personal and professional development

    Optional Units (selection)

  • Communicate with customers verbally
  • Manage the use of technology to improve customer service
  • Manage team performance
  • Collaborate with other departments
  • Employee rights and responsibilities

Competency portfolio construction (Skills and behaviour components): 

This element of the programme is delivered within apprentices’ workplace, and is a collaborative approach from employers and the college. This will enable all apprentices to demonstrate occupation competency and develop all required skills and professional behaviours.

Functional skills: 

Apprentices without Level 2 English and maths will need to achieve this level, prior to taking their end point assessment. 

End Point Assessment: 

All apprenticeship standards require apprentices to complete an end point assessment to successfully achieve the apprenticeship qualification. For this apprenticeship standard the end point assessment is; 

  • Practical observation with Q&As
  • Work based project supported by an interview 
  • Professional discussion supported by portfolio evidence

What have apprentices who have completed this programme in the past progressed to?

Progression opportunities include; 

  • A clearly defined and progressive career path
  • Professional accreditation 
  • Advancement to business specialisms. 
  • Further apprenticeship study 

How you will learn 

The programme is structured on a modular basis and each module is delivered using a range of techniques including; lectures, case studies and discussions. 

Competency portfolio construction (Skills and behaviour components): 

1-2-1 assessment and support to evidence the behaviours, skill and knowledge elements will take place in your workplace, at mutually convenient times and dates with your assessor. 

How you will be assessed

Your knowledge will be assessed through on line exams for the knowledge units and any functional skills you need to take. 

The skills and behaviours will be assessed through a portfolio of work based evidence

End Point Assessment will include; 

  • Practical observation with Q&As
  • Work based project supported by an interview 
  • Professional discussion supported by portfolio evidence 

The college will also conduct pre EPA assessments in collaboration with employers and apprentices to ensure all apprentices are competent when progressing onto end point assessment.

Equipment and other costs

No additional costs will be incurred by apprentices or employers, unless specified within the commitment statement. 

What qualification do I get at the end of this course?

An institute for apprenticeships regulated: 

Level 3 Customer services specialist apprenticeship  

For further information or to apply please contact the Apprenticeship Team on 020 7258 5658 or email


What qualification do I get on completing this course?

Apprenticeship Standard Level 3 Customer Service Specialist

Is there additional work required by the student?

Level 2 customer service based qualification or significant experience within the accounting sector. We will undertake an assessment and skills scan to make sure that this qualification is suitable for you. It is preferable to have English and Maths GCSE Grade 4/C or above. 

Expected prior knowledge

Must be working in a customer service role and have a contract of employment for at least 30 hours per week.

Entry Requirements

All apprentices are required to allocate 20% of their weekly working hours towards the completion of the apprenticeship programme. 



Financial support to help with childcare

Care to learn - childcare support for young people aged 16-20

If you are aged under 20 at the beginning of your course, or moving to the 2nd year of a level 3 course, and are caring for your own child you may be entitled to £175.00 maximum per week, per child through Care to Learn. 

Please ensure you register on the Care to Learn website even if you haven’t chosen your childcare provider or the course you want to study.  Once you have registered Care to Learn will confirm financial support in principle.

For further details and help with making an application please visit or speak to a Student Advisor.

Childcare support for people aged 20+

Financial support towards the cost of nursery, childminder, breakfast clubs and after-school clubs.

If you are aged 20+ when you start a course and need financial support to help with the cost of childcare while you study the college may be able to help.

You will be required to make use of any government NEF or 2+ Funding before requesting any financial support from the college.

It is essential that you speak to a Student Advisor prior to enrolling on a course to discuss your personal circumstances, childcare needs and to find out if there are funds available.

Eligibility for help with childcare costs is based on your personal circumstances.

General eligibility criteria:

  • Aged 20 and over
  • Considered a home student for fee purposes
  • Fully enrolled on a programme of study funded by the Education and Skills Funding Agency  or in receipt of a 19+ Advanced Learning Loan
  • Discussed and had confirmation of funding for childcare support before enrolling

Financial eligibility:

 You need to have evidence that you meet general discretionary Learner Support Funds or 19+ Advanced Learning Loan bursary fund criteria:

  • on a low income / a dependent of someone who is on a low income or in receipt of a means tested benefit e.g. Income Support / Jobseekers Allowance, Employment Support Allowance, housing benefit etc.

When looking for childcare please be aware:

  • all childcare providers must be OFSTED registered
  • any 2+ or 3+ government funding must be used by the student. Only additional hours needed for study will be funded by the College.
  • childcare will only be paid for days when you are attending College or a mandatory work placement.
  • students on full-time courses will be a priority for childcare funding.
  • childcare places will be subject to a contract between College/student/nursery.
  • childcare payments are made subject to students reaching 85% attendance on a monthly basis.

All childcare applicants approved for funding will be required to sign our Terms & Conditions and MUST inform the College immediately should they stop attending lessons for any reason.

Email to put your name on the childcare waiting list.  You MUST speak to a member of the Student Advice or Learner Services team before you enrol on a course.

Financial Support for 16-18 Year-olds and Continuing Learners aged 19

The Education Funding Authority has allocated money to colleges to support students who are on low incomes or the dependent of parents on a low income, and need support towards their course-related costs or essential living costs or are facing financial difficulty.

For further information click here.

For further information on financial support for Looked after Children, Care Leavers and estranged young people, click here