Customer Service Specialist Apprenticeship

EDN’s 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.

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.

However, this apprenticeship would suit those with very good communication skills and customer service experience.

15 months + EPA

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

Levy Payers – £4,000

Non Levy Payers – £200 + VAT

Level 3

If an apprentice is aged 16-18 and has not previously achieved the required level of English and maths, they will need to complete Functional Skills as part of their apprenticeship programme.

While Functional Skills are no longer mandatory for adult apprentices (19+), literacy and numeracy skills remain essential for success.

For those without prior English and Maths qualifications, we recommend level 1 maths and level 1 English to support career growth and workplace efficiency.

Our tailored support ensures these skills are seamlessly integrated into the apprenticeship journey, helping every apprentice develop these vital skills.

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

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

EDN assigns a designated Vocational Trainer to each apprentice who will be in regular contact with the apprentice to coach, mentor and discuss progress.