Customer Service Specialist Apprenticeship Level 3


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Work Based - Please contact us for next available date



You can further develop your knowledge and accelerate your career in customer service with this nationally recognised apprenticeship qualification. You will learn how to be a stronger advocate for good customer service who acts as a referral point for dealing with complex and/or technical customer requests, complaints or queries. Importantly, you will become more confident in acting as an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you will eventually share the benefit of your knowledge and experience with your wider work team and other colleagues. This opportunity is suitable for you if you have been offered employment or are already working in settings such as contact centres, retail outlets, service enterprises, or any other organisation with customer service functions.

Why choose Brock for Customer Service Specialist Apprenticeship Level 3?

At Brockenhurst College you will learn from customer service experts with many years of experience in the range of commercial environments, including retail and hospitality.

Teaching & learning

You will be supported throughout your apprenticeship by your employer and your designated college Assessor. Assessments will be predominantly work-based. However, there may be further opportunities for additional training and workshops at the College.

Training structure

You will study the following areas: Business knowledge and understanding; Customer journey knowledge; Knowing your customers and their needs/customer insights; Customer service culture and environment awareness; Business-focused service delivery; Providing a positive customer experience; Working with your customers/customer insights; Customer service performance; Service improvement; Self development.

Minimum entry requirements

  • Functional Skills Maths and English miniumum Level 2 or these will be completed as part of the apprenticeship.

  • Completion of Customer Service Practitioner Apprenticeship Level 2 would be beneficial.

  • You must be employed for a minimum of 30 hours per week.

How will I be assessed?

You will work with your college Assessor to collate a digital portfolio of evidence relating to your role. On completion of your portfolio you will proceed to the End Point Assessment, which will count towards your final grading.

What can I do with this Apprenticeship?

This award will give you eligibility to join the Institute of Customer Service as an individual member at professional level. Should you choose to progress to a customer service career path you may be eligible for further professional memberships, including those related to management.

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