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Customer Service Specialist
Apprenticeship Level 3

Customer service manager

Customer support service supervisor

Service Centre Manager

Level 3 - equivalent to A Level

Advanced workplace skills

Advanced vocational skills

Advanced workplace behaviours

Training Locations
Employer's customer facing facility

Getting started
January, May & September


Training places subject to caseload capacity

Please enquire

Geographic locations - some restrictions apply

Please enquire

Training Access & Support
Access Didac's eLearning Portal

One-to-one training sessions

Regular reviews with your trainer and employer

ePortfolio - to record training & development

Opportunities to improve your maths & English skills

Minimum of 12 months, typically 15months

Funding - England
Government Funding

Funding Value


Employer Contributions


Age grants for employers - England
Under 19 Apprentice - 3 months


Under 19 Apprentice - 12 months


Occupational Standard
Customer Service Specialist

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Wales, Scotland & Northern Ireland
Please contact us for commercial options

Customer Service Specialist
Apprenticeship Level 3

Training Category / Warehouse & Management

A professional for direct customer support

Dealing with customer queries, purchases and complaints

In this role you will be an advocate for exemplary customer service.  You will frequently act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems.

As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues.

You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies.

This could be in many types of environment including head offices, regional centres, contact centres, retail, webchat, service industry or any customer service point.

Whether you are leaving school or looking to change career to work in a Sales, marketing and procurement role this is a great apprenticeship standard because it provides the knowledge and skills you will need to kick-start your career.

Frequently, customer service specialist roles are a gateway to a host of career opportunities in sales, purchasing, product specialist, branch management, account management, logistics and administration.

With Didac’s training experience in customer service roles, we can create stimulating training plans to cover specialised customer-facing situations.

Click the Add to Enquiry button below to find out more by registering your interest with us.  You are not committing to anything.

Add to enquiry





You must:

  • be 16 or over
  • not already be in full-time education
  • live in England to qualify for Didac funded apprenticeships

You can start an apprenticeship whether you’re starting your career, want a change or you’re upskilling in your current job. You can have a previous qualification like a degree and still start an apprenticeship.

As an apprentice you’ll:

  • learn and train for a specific job
  • get paid and receive holiday leave
  • get hands-on experience in a real job
  • be given the opportunity to improve your maths and English skills
  • study for at least 20% of your working hours off-the-job
  • complete assessments during and at the end of your apprenticeship
  • be on a career path with lots of future potential

The apprenticeship will help you develop your knowledge and skills in the following areas


  • 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

The apprenticeship will help you develop the following behaviours and attitude

Develop self

  • Proactively keep your service, industry and best practice knowledge and skills up-to-date
  • Consider personal goals related to service and take action towards achieving them

Ownership / Responsibility

  • Proactively keep your service, industry and best practice knowledge and skills up-to-date
  • Consider personal goals related to service and take action towards achieving them

Team Working

  • Work eìectively and collaboratively with colleagues at all levels to achieve results
  • Recognise colleagues as internal customers
  • Share knowledge and experience with others to support colleague development


  •  Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer
  • Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment 


  • Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction

    Ensure your personal presentation, in all forms of communication, reîects positively on your organisation’s brand

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

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