Typical job roles

The customer service sector is all about covering all aspects of customer service, from understanding and meeting customer needs, giving a great customer experience, learning from feedback and promoting your products and services.

The Level 3 apprenticeship standard for the Customer Service Specialist is designed for apprentices in customer service roles. Customer Service Specialist needs to demonstrate excellent customer service skills and behaviours as well as strong product and/or service knowledge.


Typical Tasks

  • Support customers with diverse queries over the phone
  • Dealing with customer enquiries, chasing customer orders, refunds, providing product information and other customer service related tasks
  • Consistently exceed expectations by delivering a world class customer service experience – being knowledgeable and taking ownership to manage enquiries from investigation to resolution
  • Increase customer satisfaction and loyalty by dealing with requests effectively and efficiently
  • Support other departments in line with business requirements
  • Take ownership of your personal development and performance
  • Work as part of a team in a fast-paced, target driven environment

Entry criteria

4 or 5 GCSEs at grade 9 to 4 (A* to C) including English and Mathematics for a Level 3 Apprenticeship Framework


Typical duration

15 – 18 months


Career/progression opportunities

Front Desk Receptionist, Account Manager, Help Desk Support Supervisor


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