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Customer Service Specialist Level 3 Apprenticeship Standard

Duration 15 months
Funding Maximum funding band is £4,000
Delivery Workplace assessments, EPA preparation

Role Profile

A Customer Service Practitioner will need to demonstrate excellent customer service skills and behaviours, as well as product and service knowledge when delivering to customers. 

Customer interactions may cover a wide range of situations including face-to-face, telephone, post, email, text and social media.

Entry Requirements

5 GCSEs including Maths and English at grade 4 (grade C) or above, and Level 2 Customer Service qualification or experience within the sector.

Apprenticeship Content

This apprenticeship covers the following knowledge, skills and behaviours:


  • 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


  • Developing self
  • Ownership / responsibility
  • Team working
  • Equality
  • Presentation


Apprentices will complete an End Point Assessment, which will assess each of the knowledge, skills and behaviours detailed above.

Assessment consists of three elements:

  1. Practical observation with Q&As
  2. Work based project supported by an interview
  3. Professional discussion supported by portfolio evidence

Enquire Now

If you would like to find out more about employing an apprentice, please complete our Employer Apprenticeship Enquiry Form or call our Business Development Team on 01744 623521.

If you would like to learn more about becoming an apprentice, please complete our Apprenticeship Enquiry Form or call us on 01744 623521.