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Customer Service Specialist Level 3

Great customer service plays an important role in customer satisfaction, loyalty and the reputation of a business. Developing experienced customer service employees gives businesses the skills needed to manage more complex enquiries, resolve challenging situations and continually improve the customer experience. The Customer Service Specialist Level 3 Apprenticeship is ideal for employees who already have experience working with customers and are ready to develop more advanced customer service skills, take greater ownership of customer issues and contribute to improvements across the business.

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Customer Service Specialist Level 3

Overview

KSBs

Meet the Trainers

FAQs

Course Reviews

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5.0
+ EPA
Apprenticeship Achievement Rate

Course Overview

Throughout the programme, learners develop the skills needed to become a customer service specialist who can confidently manage complex customer requests, complaints and queries. They will explore the complete customer journey, learn how to respond effectively to different customer needs and understand how their actions contribute to the wider performance of the business.

Learners will also explore customer insight, commercial considerations and service improvement, helping them understand how customer service decisions can influence the wider business.

Leadership elements are also included in training if relevant to your employee’s job role. Learning will be closely linked to the employee’s role and workplace, allowing them to apply their developing knowledge and skills to real customer interactions and service challenges.

By the end of the programme, learners will have developed the confidence and specialist skills needed to take greater ownership of customer situations, support colleagues, identify opportunities for improvement and contribute to a consistently positive customer experience.

15 months + EPA

Once an apprentice has completed their apprenticeship, they will be ‘signed off’ by their employer/ provider as ready for end-point assessment of their knowledge and practical capabilities. The assessment will be graded and must show the apprentice is fully competent and productive in the occupation.

The Customer Service Specialist End Point Assessment consists of:

  • Practical observation with Q&As.
  • Work based project, supported by an interview.
  • Professional discussion supported by portfolio evidence.

Each of these assessment methods will be graded either:

  • Fail
  • Pass
  • Distinction

Fully funded through the Apprenticeship Levy or 95% government-funded for eligible employers, with minimal contribution required.

The Customer Service Specialist Level 3 Apprenticeship is designed for employees who already work with customers and are ready to develop more advanced customer service skills. It is particularly suitable for employees who deal with more complex customer enquiries, complaints or situations, act as an escalation point or provide guidance and support to colleagues.

Suitable roles could include:

  • Customer Service Specialist
  • Senior Customer Service Advisor
  • Customer Service Advisor
  • Customer Experience Advisor
  • Customer Support Specialist
  • Complaints Handler
  • Customer Service Team Member
  • Customer Service Executive

The apprenticeship can be applied several sectors and environments which require customer service expertise, including retail, contact centres, digital customer service, service based businesses and other customer facing settings. It provides an opportunity for employers to strengthen customer service skills within their existing team while giving employees structured development and progression.

Candidates should already be working within a customer servie facing role. Employers may also provide additional entry criteria.

Learners aged 18 who do not have exemptions will still be required to achieve Level 2 Functional Skills.
Learners over 19 will have the option to either opt in or out of Functional Skills training and examinations. For those who choose to opt out, Fareport remains committed to supporting all learners in developing their literacy and numeracy skills by embedding these essential topics within the curriculum and assessments of the apprenticeship.

To be eligible for an Apprenticeship you (or the apprentice) must:

  • Be living and working in England
  • Be 16 years old or above
  • Have the legal right to work in the UK
  • Have maintained UK residency for the last 3 years
  • Be employed in a real job; they may be an existing employee or a new hire
  • Work towards achieving an approved apprenticeship standard or framework
  • Work at least 30 hours a week
  • Be able to commit to the apprenticeship and its requirements
  • Not hold a prior qualification at the same or higher level in the same subject area
  • Not undertake or benefit from DfE funding during their apprenticeship programme, including Student Loans.
  • Have apprenticeship training and employment that lasts at least 12 months.
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Knowledge, Skills & Behaviours

Knowledge (K) – The theoretical understanding an apprentice needs to perform their role effectively. This includes industry-specific principles, regulations, and best practices.

Business Knowledge and Understanding

  • Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation
  • Understand the impact your service provision has on the wider organisation and the value it adds
  • Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
  • Understand the principles and benefits of being able to think about the future when taking action or making service related decisions
  • Understand a range of leadership styles and apply them successfully in a customer service environment

Customer Journey Knowledge

  • Understand and critically evaluate the possible journeys of your customers, including challenges and the end to end experience
  • Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention
  • Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
  • Understand commercial factors and authority limits for delivering the required customer experience

Knowing Your Customers and Their Needs / Customer Insight

  • Know your internal and external customers and how their behaviour may require different approaches from you
  • Understand how to analyse, use and present a range of information to provide customer insight
  • Understand what drives loyalty, retention and satisfaction and how they impact on your organisation
  • Understand different customer types and the role of emotions in bringing about a successful outcome
  • Understand how customer expectations can differ between cultures, ages and social profiles

Customer Service Culture and Environment Awareness

  • Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers
  • Understand your business environment and culture and the position of customer service within it
  • Understand your organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong
  • Understand how to find and use industry best practice to enhance your own knowledge

More information on the Standard is available here.

Skills (S) – The practical abilities developed through training and hands-on experience. These are the technical and transferable skills required for the job.

Business Focused Service Delivery

  • Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organisations needs as well as the customer requirements

Providing a Positive Customer Experience

  • Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Demonstrate a cost conscious mind set when meeting customer and the business needs
  • Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

Working With Your Customers / Customer Insights

  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer Service Performance

  • Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • When managing referrals or escalations take into account historical interactions and challenges to determine next steps

Service Improvement

  • Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
  • Make recommendations based on your findings to enable improvement
  • Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Behaviours (B) – The professional attitudes and values expected in the workplace. These include teamwork, adaptability, problem-solving, and ethical responsibility.

Develop Self

  • Proactively keep your service, industry and best practice knowledge and skills up to date
  • Consider personal goals related to service and take action towards achieving them

Ownership / Responsibility

  • Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
  • Exercises proactivity and creativity when identifying solutions to customer and organisational issues
  • Make realistic promises and deliver on them

Team Working

  • Work effectively and collaboratively with colleagues at all levels to achieve results.
  • Recognise colleagues as internal customers
  • Share knowledge and experience with others to support colleague development

Equality

  • Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer
  • Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment

Presentation

  • Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction

Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand

Optional Leadership Development- Customer Experience Supervisor

Our aim is to Develop customer-focused professionals with practical leadership, communication and service management skills.
This programme is ideal for experienced customer service professionals including Retail who are ready to take greater ownership, support others and begin developing their leadership capability.
Learners complete the Customer Service Specialist Level 3 apprenticeship, with carefully aligned leadership development incorporated throughout their learning journey. Leadership development has been designed into the programme alongside relevant customer service learning, creating a progressive journey from self-awareness and leading by example through to managing conflict, coaching others, influencing stakeholders, supporting performance and leading change.
The result is a customer service professional who isn’t simply excellent at serving customers, they are also developing the confidence, behaviours and practical skills to support and lead others.

Leadership Elements Covered

Leadership Fundamentals
Self-awareness, leadership approaches, emotional intelligence, growth mindset and leading by example.
Managing Teams
Roles and responsibilities, motivating and engaging others, accountability, team culture and understanding team and individual KPIs.
Conflict Management
Preparing for difficult conversations, managing conflict professionally and using practical feedback and conflict-resolution tools.
Coaching and Feedback
Coaching conversations, supporting others, feedback models, motivation and adapting leadership approaches to individuals.
Performance Management
Maintaining professional standards, understanding performance, strengthening high performers and supporting improvement.
Decision Making and Problem Solving
Analysing information and performance, operational problem solving, root cause thinking and making informed decisions.
Leading Change
Understanding change, building resilience, supporting colleagues, creating team buy-in and communicating change effectively.

Meet the Trainers

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Frequently Asked Questions

Off-the-job training is a mandatory requirement for all apprenticeships in the UK. It ensures that apprentices develop the Knowledge, Skills, and Behaviours (KSBs) outlined in their apprenticeship standard, beyond their day-to-day work duties.

How Much Off-the-Job Training is Required?
Apprentices must spend the equivalent of 6 hours per week on off-the-job training, which must take place during their normal working hours. This structured learning approach is designed to enhance their professional development and directly relate to their apprenticeship programme.

What Activities Count as Off-the-Job Training?
Off-the-job training can be delivered in various ways, including:
✔ Training sessions with Fareport – workshops, workbooks, online learning, and assignments
✔ Employer-led training – mentoring, job shadowing, and workplace projects
✔ Industry-related learning – attending relevant seminars, courses, or training events

This training can take place at the apprentice’s usual workplace or offsite, but it must always be completed within their normal working hours.

How is Off-the-Job Training Planned?
At Fareport Training, we work closely with employers and apprentices to plan and document off-the-job training within the Training Agreement. This ensures a structured learning journey that aligns with business needs while meeting apprenticeship requirements.

By dedicating time to off-the-job training, apprentices gain valuable knowledge and experience, helping them develop professionally and contribute more effectively to their workplace.

Many successful careers start with an Apprenticeship. On completion, 90% of apprentices stay in employment with 71% staying with the same employer.
They are open to people of any age and can be for either new recruits or your existing staff. Even those with higher qualifications can undertake an apprenticeship where they are gaining substantial new skills and knowledge.

By employing an apprentice, you have certain requirements to meet. You must:
Give them an induction into their role and provide on-the-job training
Allow them to spend at least 6 hours per week on the off-the-job training required for their apprenticeship
Issue a contract of employment and pay at least the Apprenticeship National Minimum Wage. Apprentices who are under 19 and in the first year of their intermediate level or advanced level apprenticeship, must be paid a minimum of £6.40 per hour (tax year 24/25). However many businesses pay more. The Apprenticeship National Minimum Wage increases to £7.55 from April 2025
Provide apprentices with the same benefits as other employees

The minimum hours of employment for an apprentice is 30 hours per week. By exception, where the individuals circumstances or the particular nature of employment in a given sector makes this impossible, then an absolute minimum of 16 hours must be met. In such cases the duration of the apprenticeship should be extended

All apprentices must have an Apprenticeship Agreement between the employer and the apprentice

Once an apprentice has completed their apprenticeship, they will be ‘signed off’ by their employer/provider as ready for end-point assessment of their knowledge and practical capabilities. The assessment will be graded and must show the apprentice is fully competent and productive in their occupation. End-point Assessment consists of a work based project and a professional discussion.

Fareport Training is an Ofsted ‘Good’ work-based training provider, delivering apprenticeships and commercial training to employers aiming to enhance their workforce’s skills and qualifications (indeed.com).

Established in 1981, Fareport has a longstanding reputation for high-quality training across various sectors.

Benefits of Partnering with Fareport:

Enhanced Skills and Productivity: Employers have reported that apprenticeships through Fareport help develop relevant skills, improve productivity, and enhance the quality of products or services.

Comprehensive Support: Fareport collaborates closely with employers to design high-quality teaching sessions tailored to business requirements, ensuring that apprentices gain substantial new knowledge, skills, and behaviors applicable to their roles (files.ofsted.gov.uk).

Employee Development and Retention: By investing in apprenticeships, employers can grow their own talent, leading to improved employee morale and loyalty.

Collaborating with Fareport Training enables organisations to effectively upskill their workforce, fostering growth and maintaining a competitive edge in their respective industries.

Yes, Fareport Training operate across all of England. You can undertake your training at your workplace and live online with our trainers.

An apprenticeship in the UK is a paid position that combines practical on-the-job training with academic learning, leading to nationally recognised qualifications. Typically, apprentices spend around 20% of their working hours on classroom, 1-2-1 or individual learning, while the remainder is dedicated to hands-on work experience. This structure allows individuals to earn a salary while gaining valuable skills and credentials in their chosen field. Apprenticeships are for new employees as well as existing employees.

As of November 2025, the UK apprentice minimum wage is £7.55 per hour for apprentices under 19 or in their first year.

Apprentices are entitled to the apprentice rate if they’re either:

  • Aged under 19
  • Aged 19 or over and in the first year of their apprenticeship

Apprentices are entitled to the minimum wage for their age if they both aged 19 or over and have completed the first year of their apprenticeship.

In the UK, apprenticeships offer individuals the opportunity to earn while they learn, with the cost of training largely covered by employers and government funding. Here’s an overview of the financial aspects associated with apprenticeships:

For Apprentices:
Training Costs: Apprentices do not bear the cost of their training or assessment; these expenses are covered by the employer and government funding (UCAS.com).

Wages: Apprentices earn a salary during their training period. The minimum wage for apprentices is £6.40 per hour, applicable to those aged 16 to 18 and those aged 19 or over in their first year. Apprentices aged 19 or over who have completed their first year are entitled to the National Minimum Wage or National Living Wage for their age group (gov.uk).

For Employers:
Training Costs: Employers are responsible for covering the training and assessment costs of apprentices. The extent of this financial responsibility depends on the employer’s size and annual wage bill:

Levy-Paying Employers: Employers with an annual pay bill exceeding £3 million are required to pay the apprenticeship levy, set at 0.5% of their total pay bill. These funds are allocated for apprenticeship training and assessment (ICAEW.com).

Non-Levy-Paying Employers: Employers with an annual pay bill under £3 million contribute 5% towards the cost of apprenticeship training, with the government covering the remaining 95%. For example, if an apprenticeship costs £10,000, the employer would pay £500, and the government would fund £9,500 (simplyacademy.com).

Incentives: Employers may be eligible for additional payments, such as £1,000 for hiring apprentices aged 16 to 18 or those aged 19 to 24 with an Education, Health, and Care Plan (HTP.ac.uk).

Overall, apprenticeships are structured to minimize financial barriers for individuals seeking to develop their skills, while employers benefit from government support to invest in workforce development.

Apprenticeships in the UK offer a multitude of benefits for both individuals and employers.

For Individuals:
Earning While Learning: Apprentices receive a salary during their training, allowing them to gain work experience without incurring student debt (Moneyhelper).
Nationally Recognised Qualifications: Completing an apprenticeship provides credentials that are respected across industries, enhancing employability (MKCollege.ac.uk).
Practical Experience: Apprentices develop hands-on skills in real-world settings, making them valuable assets to employers (Apprenticeships.gov.uk).
Career Advancement: Many apprentices secure permanent positions post-training, with opportunities for further education and career progression (MKCollege.ac.uk).

For Employers:
Cost-Effective Recruitment: Apprenticeships can reduce hiring expenses by developing talent internally (FDMGroup.com).
Enhanced Employee Retention: Investing in apprenticeships often leads to higher staff loyalty and job satisfaction (Apprenticeships.gov.uk).
Addressing Skill Shortages: Tailored training ensures employees possess skills aligned with business needs (FDMGroup.com).
Diversity and Inclusion: Apprenticeships promote a varied workforce, enriching company culture and perspectives (Apprenticeships.gov.uk).

Overall, apprenticeships serve as a strategic approach to workforce development, benefiting both the apprentice and the employer.

Employers in the UK who engage apprentices have specific responsibilities to ensure a successful apprenticeship experience. Key obligations include:

1. Providing On-the-Job Training: Employers must deliver practical training that equips apprentices with the necessary skills and experience for their role. This involves guiding and supervising apprentices in their daily tasks to ensure they develop job-specific competencies (apprenticeships.gov.uk).
2. Facilitating Off-the-Job Training: Apprentices are entitled to spend at least 20% of their working hours on off-the-job training. Employers should collaborate with registered training providers to arrange this training, ensuring it complements the apprentice’s role and contributes to their development (hrprotect.wardhadaway.com).
3. Ensuring a Safe Working Environment: Employers are responsible for providing a safe and suitable workplace, adhering to health and safety regulations to protect apprentices during their training (edn.training).
4. Offering Employment Terms and Conditions: Apprentices should receive a contract of employment that outlines their terms and conditions, including working hours, wages, and holiday entitlements, in line with legal requirements (edn.training).
5. Supporting Apprenticeship Progress: Employers should contribute to the apprentice’s training plan, support their learning needs, and participate in regular progress reviews with the apprentice and training provider, typically at least every 12 weeks (apprenticeships.gov.uk).

By fulfilling these responsibilities, employers play a crucial role in developing skilled professionals and ensuring the success of apprenticeship programs.

At Fareport, we understand the requirement for training to be delivered to those residing in Scotland and Wales and as such, we are able to deliver qualifications in these locations, however, the qualifications cannot be paid for using the funds in your levy account.
The portion of your levy that relates to employees in the devolved nations will be paid directly to these governments and won’t go into your levy account. While this money is likely to be used for Apprenticeships it will not be identified as being for your organisation. The devolved authorities retain the right to continue with their own arrangements.
Where it is not possible to source a training provider in the area for funded programmes, we advise that the qualification is costed for privately; this means that they are included within any training offered and can complete their qualification alongside their colleagues based in England if required. We have worked with several national employers to design an apprenticeship programme that works across the United Kingdom.

Why Learn with Fareport Training?

Established in 1983, we’ve been helping people & businesses grow for over 40 years.

40+ Years’ Experience

Ranked in the top 25% of training providers inspected in England by Ofsted. Trusted by employers, councils & learners alike for over 40 years.

Expert Trainers

Our trainers are highly experienced professionals who bring real subject-based knowledge & skills to every session.

Career Support

We don’t just train you – with some of our courses we help you find work with CV support, interview coaching, and employer connections.

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