Level 3

| 15 months

Customer Service Specialist Apprenticeship

Develop a professional knowledge of your business and support its customers.


This Customer Service Specialist Level 3 apprenticeship is aimed at mid-level managers. The programme focuses on developing a thorough understanding of your company, dealing with more complex customer enquiries, and sharing information with the wider team.

This course takes a minimum of 15 months to complete.

What is Customer Service Specialist Apprenticeship?

A customer service specialist is a reliable and trusted point of contact for complicated customer problems and requests. Customer service specialists know the company – its products and services – inside and out, and share this information with colleagues.

Customer service specialists work in all sectors of industry including retail environments, call centres or online using web chat. They provide customers and team members support, evaluate feedback and recommend changes for improvement – all while following industry best practice.

A customer service specialist’s key responsibilities can include:

  • Collaborating with fellow team members
  • Communicating effectively with customers and colleagues
  • Dealing with challenging situations
  • Delivering a positive customer experience
  • Finding solutions to suit the organisation and customer
  • Developing a professional knowledge of products or services.


Employers will set their own entry requirements in order to start on this apprenticeship, but typically requires five GCSEs at Grade C or higher.


15 months


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.

Cost / Funding

Levy Payers – £4,000

Non-Levy Payers – £240


Level 3

Functional skills

To complete the apprenticeship the apprentice must pass level 2 English and maths (or have the appropriate exemption certificate) before undertaking their end point assessment.

End assessment

The End Point Assessment (EPA) for the Customer Service Specialist Apprenticeship includes:

  • Practical observation
  • Work based project (Supported by interview)
  • Professional discussion.

Professional support

HIT Training assigns a designated Vocational Trainer to each apprentice. Alongside the apprentice they will agree on a personal learning and development plan, setting a timetable of learning activities in preparation for the End Point Assessment (EPA).

The HIT Vocational Trainer will meet with the apprentice regularly either online or face to face to complete and review assessments, provide further coaching where required and agree the next steps of learning.

Download our factsheet

Customer Service Specialist Apprenticeship facesheet
Download Factsheet

Apply for an apprenticeship!

Looking for an exciting and rewarding career that offers on-the-job training, valuable skills, and a chance to earn while you learn?

Consider an apprenticeship!

Learn more


People we work with

We take great pride in partnering with leading hospitality and retail brands, as well as independent businesses across the UK to support their employees' career pathways.

Customer Service Specialist Apprenticeship



Contact us today to discuss the training needs of your business

Sign up to news, events and great resources