Level 3 Customer Service Specialist Apprenticeship

The Level 3 Customer Service Specialist Apprenticeship is designed for individuals who are responsible for providing high-quality service to either internal or external customers. This apprenticeship helps learners develop the skills and knowledge needed to manage customer relationships, improve the customer experience, and support customer service operations. It is delivered using a blended learning approach, combining face-to-face tutorials, remote workshops, online learning modules, and practical work-based experience.

Funding Options

Levy employers: £4,000
Non-levy employers: £200

Who Is This Apprenticeship For?

This apprenticeship is ideal for individuals who are responsible for managing customer relationships, resolving issues, and providing an exceptional customer experience. It is suitable for those working in customer service management, internal or external service roles, or those looking to develop a career in customer service operations and leadership.

Learners Will

Receive one-to-one support from a dedicated tutor with visits every 4–6 weeks
Engage in a blended learning approach, combining online learning modules and face-to-face workshops
Complete at least 6 hours of study per week, including off-the-job training
Gain practical experience in managing customer interactions and improving service delivery

What You Will Achieve

Received upon completion of the apprenticeship:

Level 3 Customer Service Specialist Certificate
Level 2 Functional Skills in English and Maths (if required)

Behaviours developed include:

Ownership and responsibility
Teamwork and collaboration
Presentation and professionalism
Customer-focused attitude
Ability to handle difficult situations with confidence
Commitment to continuous improvement

Key Themes

Customer Experience

Building and maintaining strong customer relationships
Managing and resolving customer complaints effectively
Delivering a positive customer experience
Using customer insights to enhance service delivery

Customer Environment

Understanding customer service legislation
Communicating with customers across various channels
Managing the customer journey and touchpoints
Applying business values and strategies in customer service

Self Development

Developing personal and professional skills
Time management and prioritisation
Accountability and teamwork in customer service
Equality, diversity, and inclusion in customer interactions

The Apprenticeship Journey

Learners will engage in a blended learning approach, combining face-to-face workshops, online learning modules, and practical work-based training. Regular mentoring from a dedicated tutor will ensure that learners develop the necessary knowledge, skills, and behaviours to succeed as customer service specialists. At least 6 hours of study per week is required to complete the apprenticeship, which will include a combination of online learning, self-study, and work-based assignments.

End Point Assessment (EPA)

The final assessment for this apprenticeship includes three methods:

Work-Based Project and Interview: A project where the learner reflects and presents examples of their development throughout the apprenticeship. This may involve a challenge, such as managing a complaint or handling a difficult customer situation.
Professional Discussion: A semi-structured discussion between the apprentice and an independent assessor to assess the application of knowledge, skills, and behaviours.
Practical Observation: A 60-minute observation of the apprentice demonstrating their customer service skills in a real-world setting, followed by a 30-minute Q&A with the assessor to clarify their performance.

Interested in This Course?

Alternatively, you can send us an email at enquiries@hawktraining.com
or call us on +44 (0)20 8891 0992