Customer Service Specialist Level 3

Apprenticeship – Professional for direct customer support within all sectors and organisations

Customer Service Specialist Level 3 Summary

The Customer Service Specialist Level 3 Apprenticeship will cover a broad range of topics and modules to develop the learners into organisation experts that will deeply understand the products and/or services, sharing knowledge with their wider team and colleagues. They will gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out their 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.

Introduction to Customer Service

Customer Service underpins the customer’s pre and post purchase experience and therefore is so important in how organisations attain and retain their customer base. Customer Service representatives are at the forefront of the business, providing the support and information customers need before and after buying goods/services. Excellent Customer Service will deliver excellent results, so a real focus is needed on developing people in this area is needed.

What Are Apprenticeships?

Apprenticeships are designed to develop knowledge, improve skills and instil the right behaviours for anyone, at any level, in any business or industry looking to boost development and progression opportunities.

Customer Service Specialist Course Content

The Customer Service Specialist Level 3 Apprenticeship will cover a broad range of topics and models across the programme. Our expert development coaches will provide you with the key knowledge, skills and behaviours to effectively implement tools and techniques with some of the key modules covering;


  • Understanding You Customer Masterclass
  • Understanding the Customer Service Environment
  • Delivering Customer Service Excellence
  • Supporting Customer Journey
  • Dealing with Difficult Customers
  • Understanding Your Business
  • Developing Customer Insight
  • Understanding Continuous Improvement
  • Improving the Customer Journey
  • Continuous Improvement Investigation

Other Content

  • Templates, tools and other pro-formas to use and keep

    Customer Service Specialist Benefits

    Value Added Delivery

    Qualification: Level 3 Customer Service Specialist Apprenticeship.

    Measurable Impact: Each project will be defined, qualified and approved within a Profit Improvement Plan (PIP), agreed with you in advance. The PIP is a great management tool and clearly demonstrates the progress of each project using DMAIC and a RAG rating.

    Mentors: We can help identify, and advise on a suitable Mentor within your organisation. We are able to provide coaching to the nominated Mentor so that they fully understand their role and what will be required of them, but also understand the guidelines within which they operate and to whom they report.

    Guaranteed Return on Investment: With a focus on sustainability and measured improvement, our development programmes always guarantee a significant Return on Investment, seen not only through financial gain, but importantly through positive behavioural change.

    Other support: We will help the learner and organisation identify a mentor and supply training if needed. The learner and mentor will be invited to engagement session prior to any start dates, to get a flavour for the course and to set expectations. We will hold regular governance meetings with the organisation to keep everything on track and, as part of the programme, support with key functional skills in English and Maths, for which the learner will attain level 2 qualification.

      Why Choose CQM

      We have been delivering world class, business focussed solutions for approaching 30 years.

      With our award-winning, high quality training, development, and apprenticeship programmes, we challenge the ambitions of our clients and learners to develop themselves beyond all expectations.

      We’re Specialists At What We Do

      Our core expertise is in Continuous Improvement, Lean Six Sigma, and Management Development, supporting businesses across all sectors in their journey towards Operational Excellence.

      The incredible development coaches delivering the training are not just highly qualified to teach and coach, they have been responsible for leading cross-functional process improvements themselves. They will use their vast industry experience of delivering on what they say and real life examples to explain in simple terms the various elements of the programme.

      Unrivalled Learner Experience

      Delivery is live, interactive and flexible to suit your needs. With new live online instructor led programmes, it means our programmes are accessible for all.

      Learner experience and outcomes are so important to us, and we’re proud to consistently deliver successful programmes. Each of our programmes will provide learners with a certificate of completion that they can use to boost their professional profile. We have also worked with external accrediting bodies so that on successful completion of our programmes, such as the Lean Six Sigma belts, learners will also receive specific and widely recognised certification.

      Customer Service Specialist Delivery

      Tailored Apprenticeship

      Our Tailored Apprenticeship approach is perfect for organisations with larger number of employees being released at once for a particular Apprenticeship standard, and as such we offer bespoke on-site and/or virtual delivery.

      Tailored Apprenticeships allow for organisations to tailor the programme, to increase relevance, incorporate their values and ensure it is in line with organisational goals and learner requirements.

      All workshop and coaching dates are agreed well in advance, to ensure smooth delivery that fits around organisation’s busy periods. This allows plenty of time to plan ahead and, anticipating the unexpected, is truly flexible to accommodate changes during the Apprenticeship programme.

      • Register Interest

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      We have learnt a great deal about the different factors that affect the business and have a much better appreciation about what drives the changes we see in the BIC. I feel I have a much more holistic view of both bpas as a whole and also of my role within the business. I also feel more empowered to challenge and question if I have relevant information to add.

      Julie H - Customer Service

      British Pregnancy Advisory Service (BPAS)

      cqm ltd

      Team Leader / Supervisor Level 3

      This Apprenticeship programme is ideal for anyone whose responsibilities are likely to include supporting, managing and developing team members, managing projects, planning and monitoring workloads and resources, delivering operational plans, resolving problems, and building relationships.

      cqm ltd

      Customer Service Practitioner Level 2

      This Apprenticeship programme is ideal for those whose actions will influence the customer experience and their satisfaction with the organisation. They will demonstrate excellent customer service skills as well as product and/or service knowledge when dealing with customers, always working in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

      Need to Improve

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