Employers

Customer Service Specialist Apprenticeship

Deliver exceptional customer experiences with government-funded workforce training. This advanced apprenticeship equips employees with the skills to manage complex customer needs, resolve issues effectively, and build lasting relationships that strengthen your business.

Part of our Business Courses

Government-funded customer service apprenticeship improving communication and problem-solving skills

Course Overview

The Customer Service Specialist apprenticeship empowers employees to:

  • Master advanced communication techniques.

  • Handle challenging customer interactions with confidence.

  • Use data-driven decision-making to improve service quality.

  • Strengthen customer loyalty and elevate brand reputation.

 

This government-funded training programme ensures staff can apply skills directly in their roles, delivering measurable improvements in performance and customer outcomes.

Core Capabilities

Advanced Customer Communication

Complaint Resolution (Complex)

Customer Relationship Management (CRM)

Service Improvement Strategies

Data-Driven Service Decisions

Problem Solving

Stakeholder Collaboration

Organisational Benefits

Elevated Customer Satisfaction:

Achieve higher levels of customer loyalty and positive brand perception through expertly managed service interactions.

Enhanced Problem Resolution:

Efficiently resolve complex customer issues, leading to quicker resolutions and reduced escalations.

Optimised Service Operations:

Implement strategic improvements in customer service processes, boosting overall departmental efficiency.

Ethical Customer Engagement:

Ensure responsible and transparent customer interactions, especially when leveraging technology and AI for service delivery, building long-term trust.

Curriculum Plan

Phase 1
Module 1
Business Understanding and Strategic Awareness

  • Understand your organisation's strategy and how customer service contributes to it.

  • Apply leadership styles appropriately in service contexts.
  • Recommend improvements that align with business goals and support long-term planning.
Module 2
Customer Journey and Service Processes
  • Analyse the full customer journey and pain points.
  • Understand when to escalate issues and how to support outcomes through business processes.
  • Balance service delivery with commercial limitations and escalation procedures.
Module 3
Customer Insight and Behaviour
  • Recognise and respond to different customer types and emotional states.

  • Understand what drives loyalty and how to use insights for service delivery.

  • Analyse and use customer feedback to anticipate and meet expectations.
Phase 2
Module 4
Service Culture, Environment, and Regulation
  • Understand the organisation’s structure and customer service positioning.
  • Stay updated with industry regulations and best practice.
  • Understand department roles in delivering service and the consequences of failure.
Module 5
Delivering High-Quality Customer Service
  • Demonstrate professionalism in resolving complex customer issues.
  • Deliver excellent service within authority while being cost-conscious.
  • Use communication to simplify and resolve complex issues and improve satisfaction.
  •  
Module 6
Performance Management and Service Improvement
  • Maintain strong relationships even when outcomes are not met.
  • Use feedback and data to improve service processes.
  • Make and implement service improvements using regulatory and customer insights.
Phase 3
Module 7
Customer Insight and Feedback
  • Collect and analyse customer feedback to improve services.
  • Tailor support based on individual needs and behavioural patterns.
  • Evaluate feedback across customer types for continuous improvement.
Module 8
Communication and Presentation
  • Communicate clearly and professionally across all formats.
  • Ensure personal and professional presentation aligns with organisational branding.
  • Build trust and satisfaction through confident brand representation.
Phase 4
Module 9
Stakeholder Engagement and Relationship Management
  • Take ownership for customer outcomes and service resolution.
  • Be proactive, adaptable, and open-minded in delivering service to diverse customers.
  • Fulfil commitments ethically and in line with organisational values.
Module 10
Personal Development and Teamwork
  • Continuously develop knowledge and skills aligned with service trends.
  • Set personal goals and take actions to meet them.
  • Collaborate with colleagues and treat them as internal customers, sharing knowledge to grow together.
Module 11
Ethical AI in the Workplace
  • Understanding ethical considerations and risks in AI technology
  • Identifying and mitigating bias in AI systems
  • Strategies for reducing AI-related risks
  • Overview of key UK, US, and EU AI regulations
Gateway and independent preparation for end point assessment (EPA) 15-17 Months

  • Prepare for practical observation and discussion

  • Produce a work-based project
  • Build and practice project presentation
  • Practice professional discussion 

Monthly Delivery Model

Structured Learning - 8 Hours
2 Hours

Tutor-Led Session

Interactive online session led by a tutor to introduce key concepts, build foundational knowledge, and provide targeted support aligned with the module.

1 Hours

Personal Development

Activities and discussions focused on applying learning to real-life scenarios, enhancing professional growth and soft skills.

2 Hours

Research and Development

Independent learning time dedicated to exploring relevant topics, conducting research, and expanding understanding beyond the core content.

3 Hours

Assignments and Assessments

Time allocated to completing tasks, assignments, and formal assessments that demonstrate knowledge, understanding, and progress.

Workplace-Based Application - 18 Hours
10 Hours

Work-Based Tasks

Structured activities designed to reinforce and apply learning directly within the apprentice’s job role, ensuring relevance and context.

8 Hours

Independent Applied Learning

Integration of newly acquired skills into day-to-day responsibilities, enabling continuous learning through practical experience in the workplace.

Approx 26 hours per month

How We Ensure Success

Measurable Impact

Government-funded workforce training reduces costs while improving staff performance and retention.

Applied Learning

Tailored programmes align with your business needs and integrate seamlessly into daily operations.

Expert Guidance

Dedicated account managers provide ongoing support for employers and learners.

Career Growth

Apprentices gain skills for new challenges, driving innovation and commitment within your organisation.

Key info

Level 3 Apprenticeship

Customer Service Specialist

Rated outstanding by Ofsted(opens new window).

Duration

Typical duration: 15 months

Eligibility Requirement

Age: Applicants must be 16 years or older at the start of the apprenticeship.

Right to Work: The individual must have the legal right to work in England and be employed in a role that supports their apprenticeship.

Residency:

  • Must have been ordinarily resident in the UK (or EEA, if applicable) for at least 3 years prior to the apprenticeship start date and must have the right to live and work in the UK for the full duration of the apprenticeship.
  • Post-Brexit, EEA citizens must have settled or pre-settled status.

Employment:  The apprentice must be employed in a role relevant to the apprenticeship standard or start a new job that fits the programme content.

Education:

  • GCSE Grade 4/C or above in English and Maths is the desired benchmark.
  • If not already achieved, Functional Skills Level 2 in English and Maths must be achieved before EPA. (if applicable)
  • Note:Functional Skills training and assessment is funded as part of the apprenticeship for eligible learners.

No Dual Enrolment: Apprentices must not be enrolled on another training programme funded or non funded at the same time as the apprenticeship.

Role Relevance:The apprentice’s role must allow them to develop the knowledge, skills, and behaviours outlined in the standard.

New Learning:

  • The apprentice must not have previously achieved the same or equivalent learning outcomes as covered in the apprenticeship.
  • Prior qualifications in related areas do not necessarily make a learner ineligible, unless they significantly overlap.

Fully- or Co-funded

Eligible for full Levy funding

Price: £4,000

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