Customer Service Specialist (Level 3)
The main purpose of a customer service specialist is to be a professional for direct customer support within all sectors and organisation types. They are an advocate of Customer Service who act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. Specialists are often an escalation point for complicated or ongoing customer problems. As an expert in the organisation’s products and/or services, they share knowledge with the wider team/s and colleagues. They gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out the role with an awareness of other digital technologies.
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Duration
18 months
Most Suitable For
New recruits and current staff who wish to develop their knowledge, skills and behaviours in customer service.
Award
Level 3 Customer Service Specialist Advanced Apprenticeship award
Programme Cost
£4,000.
The apprenticeship tuition fee is paid using employer levy. Levy Paying Employers and Non-Levy Paying Employers, please read the DAS and Tuition steps within our Apprenticeships Process – Employer Guide for more information and instructions.
Additional Funding
- If apprentice is under the age of 25, Employer may not have to pay Class 1 Employer National Insurance. Full details and criteria are found here.
- For apprenticeships starting between 1 August 2024 - 31 July 2025, employer may be eligible for £1,000 if apprentice is aged 16 - 18 years old, OR aged 19 - 24 years old and has either an Education, Health and Care (EHC) plan provided by their local authority and / or has been in the care of their local authority. Full details and criteria are found within the ESFA Funding Rules.
- Some Councils are providing incentive payments to local small employers who recruit and employ young apprentices. To find out more, including eligibility and how to apply for an incentive, please visit Lancashire Skills and Employment Hub (details within the GRANT presentation)
- Lancashire County Council incentive is £3,000 for 100 Lancashire employers
- Chorley Council incentive is £1,500 for Chorley employers
- Fylde Borough Council incentive is £5,000 for Fylde employers recruiting a new apprentice who is a Fylde resident.
Start Date
Will be agreed on an individual basis
Teaching Delivery
Online
Key Learning Requirements
Apprenticeships require learners to achieve specific new knowledge, skills and behaviours (KSBs), which are detailed in the Apprenticeship Standard. These are achieved by;
1) Programme Teaching; online sessions once a week and online resources, with monthly 1:1 support.
2) Independent study; such as assignment/project research and write up
3) Learning in the workplace; shadowing colleagues, completing programme assigned work based projects, day-to-day development within your current role duties/work activities, reflections with mentor, relevant training sessions.
Modules
This programme has fixed module delivery (you are unable to choose the modules studied). A list of modules is available on the course webpage or course materials.
Placements
This programme does not require external placements to be completed, although varied experiences are beneficial.
Assessments
Assessed throughout the programme by assignments, observations, evaluations and End Point Assessment.
Key Candidate Entry Requirements
• Employed 30 hours or more per week for the duration of the apprenticeship. The apprenticeship duration may be extended to support staff who work less than this (will be looked at on individual basis)
• Preferably, evidence of English and Maths at GCSE C/4 or above /Functional Skills Level 2 / Equivalent. If the candidate does not have evidence of Maths and English at the relevant level, there are two options; 1. via NHSE funded online revision and exams. Contact Training Hub Apprenticeship Team for more details. Or, 2, Education Provider will support the learner through the relevant learning and exams, alongside their apprenticeship. An initial diagnostic assessment will be completed by the Education Provider at application stage to determine suitability for this option.
Full requirements and details are found on the course webpage/information.
Key Employer Entry Requirements
• Ensure Learner has the support and opportunities to achieve the requirements of the apprenticeship
• A suitably experienced member of staff to mentor the apprentice.
Listed as an Approved Provider under an NHS Procurement
Yes
Application Timescale
- It takes on average 2 – 3 months to complete all application stages for this programme.
- If recruiting to this position, additional time will be required for recruitment and advertising stages.
Additional Training Hub Support
Primary Care employees have access to:
- All resources provided by the L&SC PC Training Hub such as Digital training, Health and Wellbeing support and events.
- Plus, the Non-clinical Training and Resources. This webpage lists training and resources for non-clinical roles, which may compliment the apprenticeship (always check suitability with your apprenticeship education provider).
Pathway
On successful completion of this apprenticeship, examples of further apprenticeship options include; Project Manager, Team Leader. The Institute for Apprenticeships and Technical Education (IfATE) has an interactive
occupational maps tool which shows the variety of progression pathways using apprenticeships.
Career progression does not have to be linear. Entry criteria may differ per provider and even more varied routes may be available depending on the individuals prior learning and experience.
Information Last Updated
07/04/2025
Programme Resources
If you would like to know anything further about the programme itself, please contact: Gareth Reichers, Director of Sales on [email protected]
How to Apply
If you would like to apply for an apprenticeship (either for yourself, a member of staff or a vacancy position), please complete the appropriate Expression of Interest Form from the following options. This will allow the relevant apprenticeships team to; complete basic pre-checks, provide you with personalised advice/guidance and start the programme application process. You can find out more about the stages of applying for an apprenticeship within our Apprenticeships Process - Employer Guide.
Primary Care Training Hub Online Expression of Interest Form. If you would like to discuss anything first, please email [email protected] or call Olivia on 07735161775
Social Care Online Expression of Interest Form. If you would like to discuss anything first, please email [email protected] or call Dawn on 07796 060023
