Customer Service Specialist Apprenticeship (ST0071)
This apprenticeship develops advanced customer service professionals who specialise in handling complex queries, complaints and technical customer requests. Apprentices become trusted escalation points, data-analysers for customer feedback, and influencers of service improvement.
Level 3
DurationTypically 15 months on-programme (plus EPA)
Programme Overview
This apprenticeship develops advanced customer service professionals who specialise in handling complex queries, complaints and technical customer requests. Apprentices become trusted escalation points, data-analysers for customer feedback, and influencers of service improvement. They will deepen their product or service knowledge, become advocates of the customer experience and contribute to strategic service development within organisations.
Who This Programme Is For
- Customer service professionals working in roles where they resolve complex or ongoing customer issues
- Individuals who can analyse customer data, identify improvement opportunities and influence change
- Organisations seeking to strengthen their customer service in a proactive, specialist way
- Frontline staff aiming to progress into senior customer service, team lead or specialist roles
What Apprentices Will Learn
Key learning encompasses:
Customer Insight & Business Knowledge
- Analysing customer types, journeys and behaviours
- Evaluating how customer service contributes to business strategy and organisational success
- Understanding service culture, continuous improvement and trends
Service Delivery & Specialist Behaviour
- Handling complex and technical customer enquiries with autonomy
- Utilising organisational systems, digital platforms and tools to deliver service excellence
- Providing high-level customer communication, influencing outcomes and maintaining service levels
Improvement & Strategic Contribution
- Evaluating service performance data and recommending changes
- Leading or supporting service improvement initiatives
- Sharing knowledge internally and mentoring or guiding others
Professionalism & Teamwork
- Demonstrating ownership, responsibility, adaptability and brand-aligned presentation
- Working collaboratively across functions, treating colleagues as internal customers
- Personal development and maintaining industry best practice
Key Skills Developed
- Expert customer communication (complex contexts)
- Analytical thinking and insight generation from customer data
- Digital competency in customer service systems
- Ownership of service improvement initiatives
- Influence across teams and functions
- Professional presence and continuous development
End-Point Assessment (EPA)
Gateway Requirements:
- Employer and provider confirm the apprentice meets knowledge, skills and behaviours
- Achievement of Level 2 English & Maths (if required)
- Portfolio of evidence showing capability
EPA Components:
- Practical Observation with Questions & Answers– observed in workplace, showing applied competence
- Work-Based Project + Interview– apprentice completes a service improvement project and is interviewed about it
- Professional Discussion supported by Portfolio Evidence– discussion of applied learning, reflections and behaviours
Grading:
Fail / Pass / Distinction
Entry Requirements
- Employed in a customer-facing role (or ready to move into one) with scope for complex issues and decisions
- Employer support (mentor, meaningful tasks, development opportunities)
- Good standard of English & Maths (Level 2 or willingness to achieve)
- Motivation to develop professionally and contribute to service improvement
Career Progression & Outcomes
On successful completion, apprentices may move into roles such as:
- Customer Service Specialist
- Senior Customer Service Advisor
- Customer Experience Coordinator
- Escalation Specialist
From there, opportunities include:
- Customer Service Team Leader or Supervisor
- Customer Experience Manager
- Service Improvement or Quality Assurance roles
- Digital Customer Service or Omnichannel Service Specialist
Funding Information
- Funding band: circa £4,000
- Levy-paying employers: The full cost can be funded through your apprenticeship levy.
- Non-levy employers: You contribute 5% of the training cost, and the government funds 95%.
- Small businesses (under 50 employees): If the apprentice is 16–21, the government funds 100% of the training cost with £0 employer contribution.
- Additional support may be available for apprentices with learning difficulties or care-leaver status.
Delivery Model (ESTAR Approach)
- Blended learning: online modules, live virtual workshops, scenario-based practicals
- Real workplace tasks: apprentice in a role with meaningful complexity and scope
- Monthly tutor review meetings + employer mentor check-ins
- Portfolio building throughout, culminating in preparation for End-Point Assessment
- Minimum on-programme duration of about 15 months (varies by prior experience)
- EPA readiness review before Gateway