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Customer Service Specialist Apprenticeship Level 3

customer service specialist L3

This apprenticeships programme is ideal if your job is dedicated to customer service, for example Customer Relationship Managers, Co-ordinators and Team Leaders. You will develop your skills in communicating effectively with customers face to face, in writing, or by telephone, resolving problems and improving customer relations, promoting products and services, keeping records, gathering customer feedback, working in a team, developing complementary technical skills according to the job role.

Entry requirements

Grade requirements: You will need to have achieved 3 GCSEs A*-C or 9-4 including English and maths, or equivalent.

Other requirements: You should have a keen interest in providing excellent customer service and working as part of team. You should also demonstrate a ‘can do’ attitude, and have basic numeracy and literacy skills with which to build your customer service skills. It is expected that you will also have some prior experience in a customer service role, although this is not a formal requirement.

Course content

During this apprenticeship you will study a range of topics, including:

  • Business knowledge and understanding
  • Customer journey knowledge
  • Knowing your customers and their needs/ customer insight
  • 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
  • Develop self
  • Ownership/responsibility
  • Team working 
  • Equality
  • Presentation

Assessment methods

The competence element of the Diploma is assessed in the workplace.


You will gain the following qualifications:

Customer Service Specialist Level 3


  • Employment Rights and Responsibilities
  • Functional Skills in English and maths (if needed)
  • Personal, Learning and Thinking Skills
Further study and career options

Further study: Upon successful completion of this apprenticeship, with support and opportunities in the workplace, you can progress on to…

  • a Higher Level Apprenticeship programme in Contact Centre Management, Business
  • Professional Administration or Leadership & Management
  • further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality
  • a range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes
  • a range of Customer Service and other Professional Qualifications, including a Level 4
  • Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a
  • Foundation Degree in Contact Centre Management.

Future careers: With additional training, you may be able to progress in your career to roles including senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.

Additional information

There are two delivery models available for this framework:

Delivered in the workplace apart from functional skills (if required) for which college attendance will be required for two hours each week and for exams.

Workplace assessment plus college attendance one day per week for underpinning knowledge and functional skills (if required).

Course Information & How to Apply

To start this Apprenticeship you will need to be employed in a relevant job role – visit the Apprenticeships section of our website, where you can view our Apprenticeship vacancies. For further information or queries you can email us or call 01234 291747.

LengthStart DateDay(s)FeesLocationCourse Code
15-18 months Flexible Only for Functional Skills if required Apprentices do not have to pay a fee to study, however the employer may be required to pay depending on their Levy entitlement/age of the candidate. For further information call 01234 291747. Cauldwell Street E2364


Additional Learning Support
If you have a specific learning difficulty or disability, are deaf or hearing impaired, our Additional Learning Support team are on hand to give you assistance whenever you need it.  Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.
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