The next step in your learning adventure

Become an expert in how high performing organisations deliver first class customer service.

Your apprenticeship will:

  • Build the skills you need to deal with complex customer service issues.
  • Develop your vision of the customer journey and the key interactions that result in superb customer service.
  • Grow your confidence in making improvements, communicating and managing your customers.

Networking with other teams across organisations, you will demonstrate your skills in a showcase of your learning in an end point assessment to complete your course.

Learners that have completed the Customer Service Specialist apprenticeship have progressed on to successful careers spanning a diverse range of organisations.

  • Our work-based apprenticeships
    • Help you work at the commercial speed employers expect.
    • Increase your confidence working in a team and in the workplace.
    • Give you the skills and knowledge to become a fully competent member of staff.
    • Provide you with essential employability skills to give you the best start in your working life.
  • Entry Requirements
    • To apply for this apprenticeship you will need to be of school leaver age.
    • As part of this apprenticeship, you will be supported to undertake maths and English Level 2 functional skills qualifications if you haven’t already achieved a GCSE grade 4-9, A*-C or a Level 2 Functional Skills qualification in these areas.

    If you are still in full-time education; school, college, university, on another apprenticeship, or just unsure of your suitability just contact our friendly team to discuss.

  • Teaching, learning and assessment

    Throughout your journey, you will learn the core apprenticeship components, taking part in monthly sessions with your Trainer-Coach, accessing different learning systems and spending time learning and enhancing skills, knowledge and behaviours whilst at work. If required you will also be supported to develop your maths and English, in preparation for your functional skills qualifications. You will then be assessed by a final end point assessment (EPA) for your overall apprenticeship.

    Every four months you will practice your tests and assessments in preparation for EPA. Your EPA consists of a knowledge test, observation at work and a professional discussion. These are all designed to prove competence in the workplace and you are fully supported in your preparation for this.

    All our Business Trainer-Coaches are experts in this industry and will be on hand to support you throughout your apprenticeship. They will check your knowledge and understanding through a variety of methods including assignments, workbooks, tailored resources, and observations before agreeing with you and your employer that you are ready to take your final end point assessment.

  • What you will learn

    The knowledge of:

    • Your business
    • The customer journey
    • Customer insight
    • Customer service culture


    The skills to:

    • Provide a positive customer experience
    • Work with your customers
    • Improve customer service
    • Critically analyse the end to end customer experience


    Positive behaviours in:

    • Developing yourself
    • Ownership and responsibility
    • Team work
    • Presentation