Customer Service Apprenticeship (Level 3)


Customer Service Apprenticeship Level 3

Subject area:

Business and Enterprise


Queens Drive Campus


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. 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 environment including contact centres, retail, webchat, service industry or any customer service point.

Example Job Roles: 

Receptionist, Retail Assistant, Office Worker, Contact Centre Representative, Customer Service Agent.


The apprenticeship will take a minimum of 18 months

Entry Requirements: 

Must have 5 GCSEs including Maths, English and ICT at grade 9 - 4 (A*- C) or be willing to undertake Functional Skills Level 2. We have to make sure that the Apprentice has the potential to achieve the different elements that make up the Apprenticeship qualification, and that they are working at the right level in their job. It may be a requirement to complete an initial assessment in English and Maths, and this may lead to taking some additional diagnostic assessments and skills exams. You must achieve level 2 English and maths prior to taking the end point assessment.

Fully integrated within the workplace

Assignment based

· 4 Knowledge Units

· 5 Skills Units

· 5 Behaviour Units

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.

If you have any questions or queries relating to apprenticeships, please contact the apprenticeship team

back to top