The next step in your learning adventure

The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support. You are often an escalation point for complicated or ongoing customer problems. You will be an advocate of Customer Service who acts as a referral point for dealing with more complex or technical requests including:

  • Dealing with customer complaints.
  • Sharing knowledge, advice and help.
  • Anaylise data to influence change.
  • Finding solutions to problems.

You may be the first point of contact and you may end up in any sector or organisation type. Your actions will directly influence the customer’s experience and satisfaction with your organisation. You’ll be trained to demonstrate excellent customer service skills and behaviours as well as product or service knowledge. You’ll provide the service in line with your organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

  • A work-based apprenticeship
    • 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 competent member of staff.
    • Give you a reference for your CV.
    • Provide you with essential employability skills to give you the best start in your working life.
  • Eligibility

    To apply for this apprenticeship you will need to be of school leaver age and no longer in full-time education (including School, College, University or on another Apprenticeship). There is no upper age limit, however, if you are aged above 20 years old you must have been within your current role no longer than 12 months.

    As part of this apprenticeship, maths and English will be developed up to a Level 2 functional skills standard if you haven’t already achieved a GCSE grade 4-9, A*-C or a Level 2 Functional Skills qualification.

    If you would like to discuss this apprenticeship, or you are unsure if this is right for you – just contact our friendly team to discuss.

  • Teaching, learning and assessment

    Throughout the apprenticeship 

    You will be given access to a dedicated e-portfolio system called E-Track to help manage your training programme.

    E-Track allows you to upload your work to your Assessor and get feedback in-between visits; it also shows your progression through the apprenticeship.

    You will learn by completing some of the following elements:

    • One-to-one teaching, learning and assessment.
    • Workshops.
    • Online virtual learning.
    • Webinars.
    • Online interactive resource suite.


    Off-the-job training

    20% of the programme needs to be completed in off-the-job training, such as:

    • Attending conferences.
    • Completing industry e-learning courses.
    • A first aid course.

    All our Trainer-Coaches are experts in the 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 endpoint assessment.

  • Career Progression

    The next step is to complete a Level 3 apprenticeship either with your current employer or with a new employer.

    A career in business is filled with opportunities to move up the ladder, across disciplines – it can even take you abroad.

    Click here to view our Business Career Path!