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Customer Service Specialist

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.

You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. 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. You are often an escalation point for complicated or ongoing customer problems.



The apprenticeship will take a minimum of 15 months to complete depending on experience.

Entry Requirements

Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter-personal skills, experience of working with customers in some capacity. You must achieve level 2 English and Maths prior to taking the end point assessment.


Link to professional registration: 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.


This apprenticeship standard is set at Level 3


Potential job roles

Customer Service Manager

 Senior Customer Service Adviser

 Customer Services Coordinator

 Team Leader


Learning Resources

We also have access to some amazing Industry resources that will enhance your understanding of how Industry use databases to support decisions. Some of our resources include;


Who is this apprenticeship for?

Whether you’re looking for your first role, or have some experience but want to top up your skills and competencies, then this course is for you. If you’re searching for a role, take a look at our vacancies.