apprenticeship standard level 3

Customer Service Specialist

Apprenticeship Description

This apprenticeship stands out from the crowd as a powerful, practical and person-centred development course. It will inspire you to grow and expand your knowledge at the same time as embedding a valuable range of skills and behaviours.

If you have responsibility for direct customer support or you’ve gained extensive experience in a customer service role and want to gain formal professional development to become recognised as a Customer Service expert, this course will be of interest to you. This course will support you in developing the skills, knowledge and behaviours to deliver measurable value to your organisation as an advocate of Customer Service. What you learn will also support your next professional steps.

On successful completion of this apprenticeship, you will:

  • Develop your customer service skills using best practice approaches.
  • Enhance your confidence and professional credibility as an expert within the workplace.
  • Inspire your colleagues to provide customer service excellence.
  • Awarded a Level 3 Customer Service Specialist Apprenticeship Standard developed by businesses for businesses and nationally recognised.
  • Eligible to join the Institute of Customer Service as an Individual member at Professional level.


Typically, GCSE Maths & English at Grade C or above. This can vary for each course so please get in touch with us for more information.​

maths & english

Learners without level 2 English and Maths qualifications will need to achieve this level prior to taking the end-point assessment.​


15 months

During this course you will be required to spend 20% of your time at work on off-the-job learning. This will include workshops, virtual learning, research and reflection. This innovative course is designed so you can easily fit your learning around your day job. Using our online portal, you will be able to access your learning anytime and anywhere, so you get high-quality content and development on the go.

Key learning areas on this apprenticeship

Through focusing on your professional and personal potential, you will learn how to manage yourself more effectively by making positive and powerful changes to your current ways of thinking, being and doing.

You will learn about the regulatory environment, external factors that impact your organisation and how this drives the customer service proposition. You will explore the importance of having robust systems and business processes to support the day to day management of customers and proactive relationship building.

You will learn how customer service strategy is developed, how to identify customer profiles and how to map out a customer journey to gain fresh insight into the overall customer experience. You will review how to assess, interpret, evaluate and report on customer satisfaction levels and how to use this data to increase loyalty and retention.

You will explore the importance of understanding customer expectations and how to use advanced communication techniques to deliver the right solutions, handle complex and challenging requirements, resolve serious complaints and consistently go the extra mile. Your learning will also cover how to make recommendations for improvement that will have a positive impact on your customers and the organisation.

The final module of the programme focuses on you becoming a customer service advocate within the organisation; supporting and guiding others to provide customer service excellence. You will learn how to build high performing service teams, motivate and coach others to build a culture of service excellence.

Request a callback.

If you’re not sure if this course is for you, or would prefer to speak to somebody, leave your name and telephone number and one of our coaches will get back to you as soon as possible.

How will you be assessed?

Towards the end of the course, you, your manager and WDR will decide together if you are ready for assessment. The assessment is then undertaken by a separate End Point Assessor organisation, chosen by your employer. The tutors at WDR will provide you with lots of support in preparing for the assessment. The assessment consists of three separate elements

A one-house practical observation in the workplace with follow up questions.

A work-based project and a supporting interview.

A one-house professional discussion supported by portfolio evidence.

An Inclusive Learning Environment

We understand that not everyone learns in the same way, and that’s exactly why we offer complete support to each and every one of our learners and coaches. We’re an inclusive company and the support options we offer aim to fulfill the potential of any individual, regardless of their background.