Level 3

Course Level

Level 3


15 months

Business School

90% of apprentices will remain in employment after completing their apprenticeship

83% of apprentices say their apprenticeship has improved their career prospects

Are you committed to delivering great customer service? Want to enhance your skills and grow your responsibilities within this field? Our Customer Service Specialist Apprenticeship offers you the opportunity to develop your abilities and knowledge for customer service roles within a wide range of environments and organisations, from contact centres and webchats to the retail and service sectors.

Customer service specialists serve as ‘professionals’ for direct customer support, acting as a referral or escalation point for dealing with more complex and technical customer requests, complaints or queries. As a specialist, you will be an expert in your organisation’s products and/or services, sharing knowledge with your wider team and colleagues. You will also be able to gather and analyse data and customer information that influences change and service improvements, using both organisational and generic IT systems with an awareness of other digital technologies.

By completing this customer service apprenticeship, you will gain a recognised Level 3 qualification and a variety of essential skills while you work. You will also be eligible to join the Institute of Customer Service as an individual member at Professional level, as well as being eligible for further professional membership to enhance your career progression prospects within the customer service arena.

Why choose this apprenticeship?

  • BOOST YOUR SKILLS – Learn techniques for handling complex customer requests, problems or queries, as well as analysing data for improvements in customer service and performance
  • LEARN WHILE YOU WORK – Put your training into practice in the workplace alongside your studies and gain vital hands-on experience
  • RECOGNISED QUALIFICATION – Complete your apprenticeship and get an industry recognised Level 3 qualification
  • INDUSTRY APPROVED – On completion you will be eligible to join the Institute of Customer Service as an individual member at Professional level

Our facilities

Our learning spaces at University College Birmingham ensure you have the right environments to build your knowledge, from lecture theatres to interactive group working spaces and extensive library resources.

Entry requirements

  • We will undertake an assessment and in-depth skills scan to ensure this standard is applicable and suitable to your job role and your prior level of skills and knowledge.
  • GCSE Maths and English at grade 4/C or above.
  • You must be working in a suitable role/employment setting for a minimum of 30 hours per week.

Note: Entry requirements for this apprenticeship may be decided by the employer in conjunction with University College Birmingham.

Key information

Professional recognition

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.

Teaching and assessment

This course incorporates delivery of the Customer Service Specialist Level 3 Standard. There will be a mix of theory and practical assessments at University College Birmingham and in the workplace. Blended learning will also be used to ensure continuity of teaching and learning for all apprentices.

Attendance at University College Birmingham will be agreed in advance, with access to our wide range of facilities to enhance your learning experience.

Our teaching and assessment is underpinned by our Teaching, Learning and Assessment Strategy 2021-2024.

End-point assessment

An e-portfolio contributes to an end-point assessment which comprises several elements. Achievement at the independent end-point assessment confirms whether the apprenticeship is complete and you have met the standard at pass, merit or distinction.

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