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Customer Service Specialist
Level 3 Apprenticeship
Start Date:
Flexible, throughout the year
Cost:
£4,000 (funded by apprenticeship levy or levy transfer)
Duration:
15 months + 3 months for End Point Assessment
Overview
Customer Service Specialists handle more complex queries and escalations, acting as a point of expertise within the customer service function. This apprenticeship develops advanced problem-solving, relationship management and continuous improvement skills, helping individuals deliver service that goes beyond expectations.
Employer Benefits
A skilled team able to handle complex or escalated queries
Improved customer loyalty through higher quality resolutions
A source of insight for improving service processes
A stronger internal pipeline for service leadership roles
Learner Benefits
Gain a nationally recognised Level 3 qualification
Develop advanced problem-solving and influencing skills
Build genuine expertise in managing complex customer relationships
Progress your career within customer experience or operations
Key Skills
Throughout the apprenticeship, you will develop your ability to manage escalated and complex enquiries, your influencing and negotiation skills, and your understanding of continuous improvement. You will also strengthen your:
Root cause analysis and problem resolution
Cross-team collaboration and coaching
Use of customer insight and feedback
Resilience and professionalism under pressure
Professional Qualifications
While this apprenticeship does not lead to a professional qualification, it provides a nationally recognised standard, building directly on the Level 2 Customer Service Practitioner apprenticeship.
Who Is This For?
The Customer Service Specialist apprenticeship suits experienced customer service professionals ready to take on complex queries, mentoring, or a more senior customer-facing role.
Typical Job Roles
Senior Customer Service Advisor
Complaints Handler
Customer Experience Executive
EPA Assessment Method
Practical Observation
Work Based Project & Interview
Professional Discussion
Delivery Method
Online or face-to-face live tutor-led masterclasses, guided self-study, practical workplace tasks, and 1:1 mentoring support.
Career Progression
On completion, apprentices are well placed to progress into Customer Service Team Leader, Customer Experience Manager or quality assurance roles.
Interested?
To learn more about apprenticeships and how they could benefit you, fill in our short enquiry form and a member of our team will be in touch for a no-obligation chat.
Who Are Workpays?
Workpays is a multi-award-winning training provider that supports businesses and individuals to make small changes that lead to big differences.
We partner with businesses to upskill their workforce and attract high-quality talent, enabling them to outperform their competitors. We empower individuals to take the first and next steps in their career, building their confidence and expertise.