L3 Customer Service Specialist


A customer service specialist’s main role is to be a ‘professional’ for direct customer support within all sectors and company types.

They act as a referral point for dealing with more complex or technical customer requests, complaints, and queries and are an advocate of Customer Service.

As an expert in the company’s products and/or services they share knowledge with their wider team and colleagues & gather and analyse data and customer information that influences change and improvements in service.

Utilising both organisational and generic IT systems to carry out the 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.

to view the full details of the apprenticeship standard


This apprenticeship standard is set at level 3.


This apprenticeship takes a minimum of 15 months to complete depending on experience. 

Who would benefit?

Apprentices will learn

  • To understand your organisation’s current business strategy in relation to customers and make recommendations for its future.
  • To 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.
  • To demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice.
  • To resolve complex issues by being able to choose from and successfully apply a wide range of approaches.
  • To manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy.
  • Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand.
  • Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation.


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