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

Overview of the Course

The role of the customer service practitioner is to deliver high quality products and services to the customers of their organisation. The core responsibility will be to provide high quality service to customers from their workplace, digitally or through going out into the customer’s locality. The services provided for customers could include dealing with orders, payments, offering advice, guidance and support, meet & greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.


Customer interaction may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media. The apprentice’s actions will influence the customer experience and satisfaction within the organisation and should demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge.


At the advanced apprenticeship level, dedicated customer service job roles will include Customer Relationship Manager, Customer Support Officer, Customer Service Team Leader, Customer Service Supervisory and Customer Service Co-ordinator. The apprentice would need to demonstrate skills which could involve improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.



Key Units/Learning Aims


  • Organising and delivering customer service
  • Understanding the customer service environment
  • Business principles
  • Understanding customers and customer retention
  • Resolving customer problems
  • Managing personal and professional development


Optional units will also be chosen in accordance to the specific job role carried out by the apprentice and any skills gaps that the apprentice/employer may feel are required.

What are the entry requirements?

Relevant qualifications and/or an initial assessment and diagnostic testing on maths and English will take place prior to commencement. Apprentices who are undertaking the Customer Service Advanced Apprenticeship are likely to have some prior experience in a customer service role, although this is not a formal requirement


Higher Apprenticeship or career progression

Course Duration

12-18 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 the 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 the apprentice will work towards will depend on the previous qualifications achieved, the results of an assessment prior to the apprenticeship and the requirements of the apprenticeship they are completing.


Development of the job role competencies, skills and behaviours can be delivered exclusively by Bury College, co-delivered with a workplace mentor who will work alongside the Learning and Skills Coach to support and log the apprentice's progress. The dedicated, qualified Learning and Skills Coach will support the teaching and learning of the apprentice in their development of Customer Service knowledge and competence in their work-based activities.

For the Level 3 Diploma in Customer Service, the Learning and Skills Coach will visit on a regular basis to support with developing the electronic portfolio which is used as evidence for the completion of the qualifications and the end point assessment.  Assessment of the apprentice's progress in their workplace competencies involves:


·         Written assignments

·         Observations

·         Professional discussions

·         Question and answer sessions

·         Reviews

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