Course Title Customer Service Specialist Level 3 Apprenticeship
Level: 3
Code M21-A

Overview of the Course

As the first point of contact, customer service represents the organisation and is paramount to the success of businesses to ensure customers have a good experience with a view to developing repeat business. This apprenticeship is ideal for those with some experience or an advanced customer service role requiring a higher level of knowledge and techniques to deliver excellent customer service. Working in customer service can also give you many transferable skills that are valued by a range of employers and sectors which could allow you to progress your career in a wide range of sectors including sport and recreation, retail, hospitality, financial services and telecommunications. This course will involve 20% of your time to be dedicated to off the job training.

What are the entry requirements?

Initial assessment and diagnostic testing on maths and English will take place prior to commencement of apprenticeship.


You may choose to progress onto a higher qualification.

Course Duration

15 months.

Apprentice Benefits

  •  Earn while you learn
  •  Learning skills that employers want
  •  Excellent progression routes
  •  Increase career opportunities and earning potential
  •  Improve your confidence

Functional Skills

Functional Skills are a vital part of your apprenticeship. They provide the essential knowledge, skills and understanding needed to operate confidently, effectively and independently. Functional skills are available at Level 1 and Level 2 and the level you will work towards will depend on the previous qualifications you have achieved, the results of an assessment prior to your apprenticeship and the requirements of the apprenticeship you are completing. If you have not already achieved Level 2 English and maths you must study for and take the tests for Level 2 English and maths and achieve Level 1 English and maths for Level 2 Apprenticeship.


Your assessor will visit you on a regular basis and support you with developing your electronic portfolio which is used as evidence for you end point assessment. At these meetings observations, question and answer sessions and reviews will take place.

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