Customer Service Specialist - Level 3 Advanced Apprenticeship (Starting between August 2024 and July 2025

A Level 3 Customer Service Specialist will be a ‘professional’ individual responsible for direct customer support within all sectors and organisation types. You will be an advocate of Customer Service who acts 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 environments including contact centres, retail, webchat, service industry or any customer service point.

Industry related employment is required to complete this apprenticeship.

Qualification in Customer Service Level 3.

You will develop your knowledge, skills and behaviours to allow you to fully understand the customer journey to meet their needs, how the business culture and regulations affect service delivery, obtain customer feedback and provide solutions to resolve any issues with reduced impact for the customer and the business.

You will be supported by an Assessor who will carry out regular reviews and assessment of your knowledge, skills and behaviours. Online support materials, and lessons are available to develop your knowledge.